Senior IT Help Desk Analyst

Responsibilities:

• Respond to all incoming contacts (phone/email/online).
• Document incident/request specifics in the Incident Management System. 
• Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools.
•  Expected resolution rate is outlined in section 6.4 Service Level Objectives. 
• Document all relevant data on issue unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalate to appropriate Service Desk or ITG support team.
•  Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Tactical Response Unit team.
•  Communicate any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge. 
• Participate in continuous process improvement activities, making recommendations whenever possible.
•  Participate in project work Comply with HIPAA, diversity principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies.
•  Maintain complete confidentiality of company related business.
•  Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
•  Technical certification/diploma with 1 years experience in a technical call center, customer service team or service desk OR 3 years experience in a technical call center, customer service team or service desk.
•  Verbal, written, interpersonal, team-building, organizational and customer service skills. 
• Troubleshooting and problem solving skills. Support 24/7 hours of operation. Proficiency in typing

Qualifications:

• Experience level: Entry Level
• Minimum 1 year of experience
• Education: No Degree Required

Skills:

• Help Desk Support
• MS Office
• Ticketing
• Windows (1 year of experience is required)
• VPN (1 year of experience is required)