Information Technology Help Desk Analyst - Birmingham, United States - EdiPhy Advisors, LLC

EdiPhy Advisors, LLC Birmingham, United States

3 weeks ago

Healthcare

Description

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

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