​Blue Cloud, the largest pediatric Ambulatory Surgery Center (ASC) company specializing in dental restorative and exodontia surgery, is hiring a Remote IT Support Analyst to join their team. This position provides first-line technical support, focusing on rapid, accurate resolution and exceptional customer service within a mission-driven healthcare environment.

• ​Location: Remote (Houston, TX is referenced, but the role is remote).
• ​Compensation: $23.50 – $29.00/hourly.
• ​Work Schedule: Full-time, Monday–Friday (40 hours/week). No weekends, no holidays. On-call after-hours may be required up to once per month.
• ​Focus: First-line support, incident logging/diagnosis, client technology troubleshooting (Windows OS, basic networking), knowledge base maintenance, and adherence to corporate SLAs.
• ​Travel: None.

​Essential Functions: Diagnosis, Resolution, and Continuous Improvement

​The analyst is the primary point of contact, ensuring quick and effective resolution of IT issues.

• ​Incident Management (L1): Accurately logs incidents and requests. Provides first-line investigation and diagnosis.
• ​Troubleshooting: Troubleshoots moderate to complex issues and requests, focusing on the root cause to prevent recurrence.
• ​Escalation: Resolves issues within prescribed time limits or escalates accurately to Level 2 personnel, following standard operating procedures for ticket ownership.
• ​Service Delivery: Adheres to corporate policies and defined service level agreements (SLAs). Provides coverage for all communication modes (phone, chat, e-mail).
• ​Knowledge & Improvement: Helps maintain a knowledgebase by documenting known errors, workarounds, and procedures. Participates in efforts to continuously improve Level 1 performance (efficiency, accuracy, response times, and customer satisfaction).

​Required & Preferred Qualifications

​Required Education and Experience

• ​High School Diploma or Equivalent.
• ​Solid working knowledge of the Windows Operating System (Windows 10/11).
• ​Basic understanding of networking and server technologies.
• ​Superior problem-solving and troubleshooting skills.
• ​Excellent communication (written and oral) and thorough documenting/organizational skills.

​Preferred Education and Experience

• ​Previous IT Call Center Experience.
• ​Experience with Office 365.
• ​College Degree (preferred, but experience will substitute).

​Competencies (Soft Skills)

• ​Excellent attitude and great phone etiquette.
• ​Ability to deal with problems and technical issues in a friendly, calm and reassuring manner (Empathy is a core value).
• ​Tenacity and dedication to pursue an issue from beginning to end, with initiative to work unsupervised.