Job Title: Service Desk Analyst (Job ID: 2954528 & 2954446)
Location: Brisbane, CA 94005 (Largely Remote Workl)
Duration: 26 weeks w/ possibility of extension

DESCRIPTION:

• 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.

QUALIFICATIONS:

• 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.
• Preferred but not required: A+ cert in support. HDI Certifications (Support Analyst) ITIL Certs/familiarity.
  Job Types: Full-time, Contract
  Pay: $30.00 - $33.00 per hour
  Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Contact Center: 2 years (Required)
• Customer Support: 2 years (Required)
• Network Troubleshooting: 2 years (Required)
• General Software Troubleshooting: 2 years (Preferred)

Ability to Commute:

• Brisbane, CA 94005 (Required)

Work Location: Hybrid remote in Brisbane, CA 9400

Please refer the Job description for details