Service Desk Analyst

🕒 September 18

🇺🇸 United States – Remote

💵 $19 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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AssureCare LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

☁️ SaaS

Healthcare • SaaS

AssureCare LLC is a privately held healthcare technology company that provides innovative care management solutions to commercial and health and human service providers. Its flagship software platform, MedCompass, is utilized by healthcare providers across the United States to manage care for millions of patients daily. By automating processes and streamlining workflows, AssureCare enhances the decision-making capabilities of care professionals, ultimately improving the quality of care and reducing costs. The company specializes in modular, cloud-based healthcare software solutions, including medical care coordination, healthcare management, and utilization management software.

📋 Description

• Serve as the first level of the support chain and a single point of contact for end healthcare customers • Record, troubleshoot, resolve, or dispatch incident tickets • Complete tasks and requests • Provide first-level assistance for CCM software and major incident support • Provide support via phone, email, and chat to AssureCare clients' employees • Support MedCompass (CCM) • Handle 40–50 issues per day • Maintain OneNote with additional information and troubleshooting steps • Manage created tickets in various ticket states and follow proper follow-up procedures • Provide support using RingCentral, including its meeting functions • Carry out operational processes and procedures with attention to detail, expediency, and on-time delivery • Assist in creating and maintaining support documentation, work instructions, processes, and procedures • Perform other duties as assigned

🎯 Requirements

• Preferred prior NOC, service desk, or helpdesk support experience • Preferred 2 year degree, or technical training (technical school or military) • CompTIA certifications • Help Desk Institute (HDI) certifications • Information Technology Infrastructure Library (ITIL) Foundations v3 or v4 • Self-starter with excellent organizational, administrative and interpersonal skills • Ability to follow through with tasks, projects, and troubleshooting with minimal supervision • Excellent oral, written, technical, and business communication skills • Ability to multi-task and work in fast paced environment • Knowledge of PC hardware and software applications • Knowledge of Windows 10 and MacOS • Knowledge of user creations/terminations, SaaS support, ServiceNow or other ticketing systems, Microsoft Office/Office365/Outlook, ISP, cable modem and internet support, Android or iOS mobile device support, and knowledgebases • Must maintain a professional image, attitude, and demeanor • Strong customer service orientation • Ability to work with others and promote harmonious working relationships • Ability to lift devices weighing over 50 lbs • Excellent punctuality and attendance • Professional, ethical, fair, and high-integrity conduct