Working Title: Service Desk Analyst-Hybrid
Schedule: M-F 8 hours/day between 0700-1800 PST with 1 hour lunch
Location: First 3-4 days are on site for training/orientation. After that, this role is pretty much 100% remote.
What specific experience, background, and/or qualifications are you looking for in candidates for this position? 1+ years IT Support roles. Contact Center experience, Customer Support expertise. Health setting support a plus. Microsoft Windows, Microsoft Office, Mac OSX support a plus, Familiarity with network troubleshooting, general software troubleshooting, written and oral communication expertise.
Certificates and/or licenses for the position: Not required, but helpful: A+ certs in support. HDI Certifications (Support Analyst) ITIL Certs/familiarity
This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations
Job Types: Full-time, Contract, Temporary
Pay: Up to $24.00 per hour
Expected hours: 40 per week

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Brisbane, CA 9400

Please refer the Job description for details