[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Ovation Healthcare supports independent hospitals and health systems with operational, consulting, and technology-enabled services. The Service Desk Analyst I provides first-line technical assistance to clients, troubleshoots issues, resolves or escalates support requests, and documents their outcomes.

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
• Evening and weekend off hour activities as required
• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality
• Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team
• Develops constructive and cooperative working relationships with others and maintains them over time
• Encourages and builds mutual trust, respect and cooperation among team members
• Other IT support or IT administrative tasks as needed

Skills

• 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
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments
• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions
• Able to read and interpret written information
• Contributes to building a positive team spirit
• Displays willingness to make decisions; Exhibits sound and accurate judgment
• Ability to work independently with some guidance from supervisor/manager; Takes responsibility for own actions; Keeps commitments; Ability to effectively prioritize work

Benefits

• Remote position
• Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage
• HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts
• Wellness platform with premium incentives
• Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance
• Robust and flexible paid time off offerings and company paid holidays
• 401(k) plan with discretionary employer match opportunities
• Professional development opportunities
• Company issued equipment

Company Overview

Company H1B Sponsorship