Service Desk Analyst I

The Service Desk Analyst I responds to end-user requests for technical assistance by phone, email, or ticketing system.
-Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
-Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
-Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
-Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
-Escalates problems to appropriate levels or teams to achieve issue resolution.
-May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
-Fulfils all service level standards for response time and quality. Performs other duties as assigned.

Required Skills & Experience:
-One (1) to Three (3) years of experience in technical customer support (including large enterprise technical call center and/or computer network center ops.
-Knowledge and ability to identify trends in issues.
-Desktop troubleshooting.
-Basic understanding of HW, SW, Mobile phones, A+ cert.
Preferred Skills & Experience:
-Experience in a healthcare environment.