Hybrid IT Service Desk Analyst

at Ovation Healthcare

• Job title: IT Service Desk Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: DNS
• Location requirements: Hybrid, Brentwood, United States

About the role

• Provide technical assistance in IT for clients at Ovation Healthcare. Act as the first point of contact for technical issues and document all resolutions.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain skills by attending related training and performing research.
• Identify and suggest possible improvements on procedures.

Requirements

• Associate degree in Information Technology or equivalent work experience.
• Knowledge of TCP /IP, DNS, WINS, and DHCP.
• Knowledge of MS Active Directory.
• Knowledge of network cabling standard and network room build outs.
• Tech savvy with working knowledge of office automation products, databases and remote access applications.
• Good understanding of computer systems, mobile devices and other tech products.
• Exceptional judgment, thinking skills, interpersonal skills.
• Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements.
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
• Exceptional ability to work as a team player.
• Ability to train, explain and impart knowledge to others.
• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• English sufficient to provide and receive instructions/directions.

Benefits

• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
• Reliable high-speed internet connection is required for all remote/hybrid positions.
• HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.