Service Desk Analyst, Remote
Posted 3 days ago by 1756449123
Negotiable
Outside
Remote
USA
Summary: A large healthcare system in Los Angeles is seeking a Service Desk Agent for a 6-month remote contract. The role requires availability for the 3rd shift and focuses on providing IT support for clinical applications and other technologies. Candidates must have significant experience in IT and Service Desk support, particularly in a healthcare setting.
Key Responsibilities:
- Provide support for end users experiencing issues with clinical application software, operating systems, and network connectivity.
- Act as the point of contact for IT-related issues, prioritizing and addressing requests from users.
- Analyze, diagnose, and resolve user support issues, creating and updating tickets in the Footprints ticketing system.
- Provision user accounts and install software via Active Directory or SCCM.
- Provide training on Microsoft applications and assist with the acquisition and installation of IT equipment.
- Collaborate with IT team members to resolve system problems and escalate unresolved issues to leadership.
- Identify and recommend process improvements within the IT Client Services Team.
- Perform other duties as assigned.
Key Skills:
- High School Diploma; Associate's Degree preferred.
- Minimum of 3 years of IT experience and 2 years in Service Desk Support.
- Healthcare experience required.
- Experience in a call center handling a high volume of tickets.
- Excellent customer service and communication skills.
- Ability to work independently and as part of a team.
- Proficiency in Active Directory and ticketing systems.
- Ability to quickly learn and adapt to new technologies.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
A large Los Angeles healthcare system of hospitals, clinics, and primary care providers is looking to hire a Service Desk Agent for a 6-month contract. The role can fully remote but must live within 50-100 miles of 90032. Must be available to work 3rd shift (11:00pm-7:30am).
- The hours will cover 3 shifts: 8am-4:30pm (1st), 3pm-1130pm (2nd), and 11pm-7:30am (3rd).
Service Desk Agent I is responsible for supporting the end user community at the hospitals and clinic locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and Wi-Fi connectivity, and other computer-related technology.
Minimum Education:
- High School Diploma
- Associate s Degree in a related field is preferred.
Minimum Experience:
- Must be available to work 3rd shifts (11:00pm-7:30am)
- Minimum of 3 years of IT and 2 years experience in Service Desk Support
- Healthcare experience required
- Experience working in a call center handling tickets daily (30+)
- Must demonstrate excellent customer service, written & verbal communication skills; triage, track & monitor ticket progress per required SLA & follow escalation procedures. Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities;
- Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.
- Duties include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.
Accountabilities:
- Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
- Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows Health Sciences IT problem and ticket tracking procedures.
- Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory.
- Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.
- Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.
- Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
- Works collaboratively with other Health Sciences IT team members to resolve system problems in a timely fashion.
- Provide technical and troubleshooting assistance to Health Sciences Campus end users, as required.
- Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently.
- Provide superior customer service, training and support to Health Sciences Campus end users, as required.
- Identify and recommend ways to improve processes to Health Science s IT Client Services Team.
- Adhere to Health Science s IT processes and practices.
- Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets.
- Performs other duties as assigned.