​This is a Contract HIT (Healthcare Information Technology) Service Desk Analyst role focused on providing initial technical support to team members via phone regarding computers, servers, applications, and hardware issues. The analyst is responsible for quick resolution using documented procedures and acting as the primary point of contact while consistently meeting established Service Desk Key Performance Indicators (KPIs).

• ​Job Type: Contract
• ​Location: Not specified (Role is remote/phone-based initial support).
• ​Education: High School Graduate.
• ​Experience: Typically requires 1 year of experience in customer service, call center, or Service Desk support.
• ​Focus: Initial troubleshooting, call documentation, KPI adherence, and escalating complex issues to second-tier support.

​Major Responsibilities: First-Tier Support and Incident Management

​The analyst’s primary duties center around diagnosing and resolving basic technical problems and efficiently managing the incident lifecycle.

• ​Initial Troubleshooting: Provides initial support by troubleshooting, answering questions, and resolving basic problems related to LAN/WAN-based software, desktop computing equipment, printers, network status, and applications.
• ​Incident Documentation: Utilizes the call tracking system to accurately, quickly, and efficiently record all interactions with customers, consistently meeting established Service Desk KPIs.
• ​Diagnosis and Resolution: Gathers information from the end-user, presents options, and assists with simulating the user problem to resolve. Analyzes basic problems and provides workable solutions, ensuring follow-up to “close” the problem and maintain a high call closure rate.
• ​Escalation: Escalates unresolved requests to second-tier support and keeps clients informed of their request status if an immediate remedy is unavailable. Identifies Major Incidents and escalates appropriately.
• ​Routine Tasks & Security: Performs routine procedures to remedy issues or when requested. Performs assigned security administration functions.

​Knowledge, Skills & Abilities Required

​The role requires strong customer service skills, basic technical understanding of IT components, and excellent verbal communication.

• ​Customer Service & Communication: Strong interpersonal and customer service skills. Strong verbal communication skills and the ability to interact with a diverse client population.
• ​Technical Aptitude: Strong technical aptitude with the ability to learn quickly and support software applications.
• ​IT Fundamentals: Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
• ​Operational Skills: Basic understanding of call centers and call tracking systems. Ability to manage multiple priorities in a dynamic work environment.
• ​Mobility: Ability to travel to off-sites to provide Service Desk application support for the facilities.