Information Technology Help Desk Analyst

EdiPhy Advisors, a nationwide provider of highly specialized healthcare advisory services, is looking for an experienced Service Desk Analyst to support our IT function.

Position Summary :

The Service Desk Analyst is a key contributor to the technology support organization. Responsibilities include responding to inquiries, FCR (first call resolution), logging / tracking / documenting / resolving incidents and problems, collaborating with tier 2 and 3 IT support on issue resolution, communicating status with business stakeholders, troubleshooting of hardware / applications / network issues, training / onboarding new users.

WORK EXPERIENCE

• 1+ years experience in Help Desk / Service Desk operations with a proven track record of success
• Experience with Service Desk solutions such as ServiceNow, Remedy or similar solutions
• Excellent written and verbal communication skills
• Commitment to customer satisfaction with proven track record
• Thorough understanding of SLA’s, OLA’s, and other metrics and KPI’s as it relates to Customer Service
• Technical aptitude and experience with Active Directory, Exchange, Networking, Remote Desktop Support Tools

PRIMARY RESPONSIBILITIES

• Setup and deployment of new user equipment and user training.
• Log support requests received through email, voicemail, ticketing system and other channels.
• Effectively prioritize and categorize incidents based on defined criticality.
• Manage work queue based on priorities and impacts, adhering to defined SLA’s.
• Create and publish relevant knowledge documents for self-service and troubleshooting.
• Troubleshoot, resolve, triage technical issues relating to hardware, applications and networking.
• Effectively communicate with users and peers on issues and resolutions.
• Thoroughly document reported incidents and status.
• Follow-up with users on reported incidents and status.
• Follow escalation processes and procedures as defined in standard operating procedures.
• Identify opportunities to take on additional support tasks from tier 2 teams.
• Remain current on new and emerging technologies.
• Assist and train new users with onboarding and technical setup.
• Identify similar recurring issues and apply ITIL methodologies (incident / problem / change).
• Other duties as required.

REQUIREMENTS

• Bachelors degree in Computer Science or related field preferred
• Preferred certification(s) : CompTIA, ITIL, MCSA
• Minimum of 1 year experience working in a Help Desk / Service Desk role
• Ability to work onsite at our Birmingham, AL office
• Some overtime or on-call for evenings and weekends

PHYSICAL AND SPECIAL DEMANDS

• Some bending and moderate (up to 35 pounds) lifting of bulky items.
• Ability to sit for long periods of time (up to 8 hours).
• Ability to move frequently in the completion of job requirements.
• Ability to handle a variety of repetitive tasks.
• Ability to handle multiple projects and tasks under deadlines and with short notice.

Job Type : Full-time