IT Analyst - Help Desk

Company: Beecan Health
Location: Glendale
Posted on: November 24, 2022

Job Description:

Are you a person who believes in providing great care? Do you believe in having a positive impact on other people's lives? Are you a team-player, quick-thinker, and ready to be a part of an organization that supports your growth?WHAT WE'RE ABOUTWe believe care goes beyond a medical chart. With kindness and integrity as our guide, we strive for excellence in every interaction.Requirements:You care.You will be providing customer service and diagnosing/troubleshooting our Computer systems remotely. Tasks can include but are not limited to, diagnosing software, hardware faults, dispatching technicians, step-by-step customer assistance, and fielding incoming phone calls. In this fast-paced environment, expert communication and multi-tasking skills are a must. To be successful in this role, you must be a team player, a fast learner, and have a passion for customer service.Duties and Responsibilities:Provide Tier 1 and 2 levels of support for end-users.Mixed Company and BYOD device environment.Working with End Users to resolve various issues.Educating coworkers about network security and best practices for computer usage.Appropriately escalate, track, route, and redirect unresolved issues to the next level of support. Maintain company standards and assist with IT inventory Management.Update customer data and produce activity reports.Walk customers and technicians through a problem-solving process.Follow up with customers, provide feedback and see problems through to resolution.Utilize excellent customer service skills and exceed customers' expectations.Provide on-call support for FLM and SLM or customers as assigned.Maintaining Company Business and Technology Standards.Provide support via phone, email, and ticketing system.Planning and delivery of customer support services, performing a combination of duties; phone support, desk-side technical support, and bench-top diagnosis and repair.Responsible for diagnosing and/or resolving problems in response to customer-reported incidents via IT support tickets; escalating problems to senior staff as appropriate; providing user management account support, and coordinating device files for software applications following established procedures.Provides account support, connectivity client support, client application support for various devices.Works in a developmental capacity in a multi-vendor IT environment supporting multi-user computer systems.Serves as a principal point of contact for resolving customer questions or problems concerning IT automation systems, software and/or hardware problems, password security violations, and network troubles.Provides accurate and timely technical and functional support to users who have requested assistance through the IT support ticketing system.Performs testing and validation of equipment and software for conformance to standards and/or existing installed customer baselines.Assists in supporting the operation of systems/pilot testing of new systems in accordance with documented procedures established within the company.Provides technical support to customers for computer software. Installs new software, versions, and updates.All other duties as assigned.QualificationsMicrosoft 365 Admin Console Experience.Strong analytical, diagnostic, and problem-solving skills.Good communication ability, both written and verbal.Ability to multitask and handle challenging tasks.Personable, professional demeanor.Basic Network Troubleshooting Skills.Self-motivated to gain basic proficiency with new technologies.Available to work flexible hours on weekdays and remote on-call rotation on weekends.Attention to Detail.Basic Project Management Skills.Bilingual speaking is a plus but not required.#BHC123

Keywords: Beecan Health, Glendale , IT Analyst - Help Desk, Professions , Glendale, Arizona