[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. MRO is hiring a Service Desk Analyst to provide Tier 1 technical support to internal employees and external customers. The role handles support tickets, user access administration, device troubleshooting, remote issue resolution, and employee onboarding and offboarding across internal systems and healthcare products.

Responsibilities

• The SDA role will receive items submitted via our internal employees and external customers via our JIRA Service Management support portals and via telephone intake. Responsibilities include adequately identifying and classifying the issue (“ticket coding”), performing best steps to resolve using existing knowledge and/or documentation, and either resolving or escalating the issue to our “Tier 2” Support teams. Maintaining thorough, accurate, and timely ticket updates to reporters is essential
• The SDA will frequently utilize a suite of technology platforms related to user management functions, including AD Manager, Entra ID, and our suite of proprietary healthcare applications. Typical activities involve administrative requests to add, remove, or modify access. Some activities require additional approval from parties within and outside of the Support organization
• The SDA role is the first resolving party for the MRO technology organization and is a critical component to ensuring trouble tickets are closed promptly, accurately, and professionally for both internal employees and external customers. The SDA will utilize remote access tools to remotely connect and resolve issues reported or engage in direct phone calls or scheduled support sessions with issue reporters. While the primary goal is always to work to resolve an issue, the Service Desk is a fast-paced and high-volume team that requires individuals capable of differentiating between resolvable issues and those that would be better escalated. Excellent attention to detail and notetaking within the ticket is required to make the escalation process easier for both our internal team members and customers
• The SDA role is vital to our employee lifecycle activities and is the responsible entity for ensuring that new MRO team members are provisioned the proper user accounts and access prior to their start date and terminated team members’ accounts are terminated within our agreed timeframes to comply with internal and external regulations. The SDA role works with partners in Desktop Support and a third-party provisioning entity to facilitate the delivery of required hardware to new hires as well as a collection mechanism for retrieving hardware from terminated team members

Skills

• The SDA is a “Tier 1” resource and is envisioned for a new or emerging professional with 1-5 years of existing experience and a broad interest in technology platforms
• Strong customer service skills
• Capability to learn new applications quickly, ask questions, and utilize all sources of knowledge (peers, documentation, media, AI) to grow proficiency
• Capability to adhere to communicated processes and policies
• Good communication skills in both written and verbal formats
• Collaborator able to work with peers across various technical competencies to advance shared goals, resolve differences in technical opinions, understand nuance and perspectives between roles, and be open to learning wherever it presents itself
• Ability to understand general requirements and translate them into actionable tasks
• Able to build strong interpersonal relationships with colleagues working remotely throughout the US and India
• Self-starter able to work under moderate supervision
• Proficiency in utilizing Microsoft Office365 applications required
• Proficiency in troubleshooting Office365, Windows10/11, and MacOS required
• Experience with a remote access tool like Teamviewer or Splashtop a plus
• Experience with Active Directory, Entra, and Office365 administration a plus
• Experience with Microsoft Intune, JAMF, or other device management apps a plus
• Experience with JIRA Service Management or comparable ITSM tool a plus
• Experience with leveraging AI tools to improve technical or non-technical skillsets a plus
• Experience with general networking concepts (routing, DNS, IP topology, VPN) a plus
• Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+) a plus
• Bachelor's degree in Information Technology or a related domain a plus

Benefits

• Eligible employees may also receive an annual cash bonus.
• Eligible employees have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.
• Remote work.

Company Overview

Company H1B Sponsorship