Note: The job is a remote job and is open to candidates in USA. Ovation Healthcare supports independent hospitals and health systems with operational, consulting, and technology-enabled services. The Service Desk Analyst I provides first-line technical assistance to clients, troubleshoots issues, resolves or escalates support requests, and documents their outcomes.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Maintain skills by attending related training and performing research
- Identify and suggest possible improvements on procedures
- Evening and weekend off hour activities as required
- Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality
- Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team
- Develops constructive and cooperative working relationships with others and maintains them over time
- Encourages and builds mutual trust, respect and cooperation among team members
- Other IT support or IT administrative tasks as needed
Skills
- Associate degree in Information Technology or equivalent work experience
- Knowledge of TCP /IP, DNS, WINS, and DHCP
- Knowledge of MS Active Directory
- Knowledge of network cabling standard and network room build outs
- Tech savvy with working knowledge of office automation products, databases and remote access applications
- Good understanding of computer systems, mobile devices and other tech products
- Exceptional judgment, thinking skills, interpersonal skills
- Ability to escalate and involve other resources as required to deliver/ support SLA's, business requirements
- Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information
- Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills
- Exceptional ability to work as a team player
- Ability to train, explain and impart knowledge to others
- Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality
- Capable of working within established policies, procedures and practices prescribed by the organization
- English sufficient to provide and receive instructions/directions
- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments
- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions
- Able to read and interpret written information
- Contributes to building a positive team spirit
- Displays willingness to make decisions; Exhibits sound and accurate judgment
- Ability to work independently with some guidance from supervisor/manager; Takes responsibility for own actions; Keeps commitments; Ability to effectively prioritize work
Benefits
- Remote position
- Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage
- HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts
- Wellness platform with premium incentives
- Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance
- Robust and flexible paid time off offerings and company paid holidays
- 401(k) plan with discretionary employer match opportunities
- Professional development opportunities
- Company issued equipment
Company Overview
Company H1B Sponsorship