Service Desk Analyst
Fountain Valley, CA

Job Description

The Service Desk Analyst is part of the Service Desk Group. This position works collaboratively with other technicians in a team environment to provide quality customer service.

Essential Functions and Responsibilities of the Job

* Provide 1st tier problem resolution for PC Hardware, software and network issues.
* Provide 1st tier problem resolution for Telephone and Pager issues.
* Adhere to company Service Desk (Help Desk) Best Practices to perform daily operations and provide customer support.
* Reference system and application support documentation for customer support.
* Work with remote control tools to resolve customer issues.
* Document change and problem requests in the call tracking system.
* Assign unresolved PC and Telecom issues to 2nd tier support resources within applicable service level agreements.
* Escalate service requests and change orders that may require additional resources for timely closure or escalated priority.
* Monitor servers using Network Management tools.
* Notify end users of planned and unplanned Outages/Events.
* Undertake ad-hoc assignments as required so as to react quickly and positively to new or emergent situations.
* Comply with all IS Policies, Procedures and Standards, including: Network/Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI).
* Perform Quality Management System and Customer Satisfaction Responsibilities fully without any exception or deviation.
* Be at work and be on time
* Follow company policies, procedures and directives
* Interact in a positive and constructive manner
* Prioritize and multitask

Experience

* Solid analytical and problem-solving skills
* Good communications skills, both verbal and written
* Ability to resolve typical computer/telephony issues over the phone
* Working knowledge of customer software systems to facilitate issue resolution

Education

* Associate Degree in Computer Science or related field or equivalent experience
* Two plus years experience in supporting PCs in a networked environment (requirements could be waived for suitable trainee candidate)
* A certification, MCP, or CAN preferred