IT Service Desk Analyst I

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🔥 0 minutes ago

🏈 Alabama, Alaska, +31 more states – Remote

🏈 Alabama – Remote 🐻 Alaska – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🌶️ New Mexico – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🚗 Michigan – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $24 - $36 / hour

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

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Advocate Aurora Health

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

💰 $10.2M Grant on 2019-08

Healthcare • Healthcare Insurance

Advocate Aurora Health is a leading healthcare organization that operates across various regions including Central Chicagoland, Central Wisconsin, Greater Milwaukee, and more. With a diverse range of career areas such as advanced practice clinicians, behavioral health, nursing, and more, Advocate Aurora Health is committed to helping people live well. The organization offers numerous benefits and opportunities for career advancement, fostering an environment where individuals can thrive and innovate in the healthcare sector. Advocate Aurora Health prioritizes the safety of its candidates and maintains a robust recruitment process to protect sensitive information.

📋 Description

• Provide initial technical support to customers for computers, servers, applications, and hardware issues • Troubleshoot LAN/WAN-based software, desktop computing equipment, printers, network status, and applications • Assess issue nature and complexity by gathering information and asking clarifying questions • Simulate or recreate user issues to resolve incidents • Respond to incidents and service requests using documented procedures and checklists • Resolve basic problems and escalate unresolved or complex issues to second-tier or more experienced support • Document all customer interactions thoroughly in the service management and call-tracking systems • Provide callbacks and follow-up to close tickets and maintain successful call closure rates • Meet established Service Desk Key Performance Indicators • Keep customers informed about request status when immediate resolution is unavailable • Provide technical hints and tips proactively • Support the organization’s 24x7x365 Service Desk and work additional shifts as needed

🎯 Requirements

• High School Graduate or equivalent • Typically requires 1 year of experience in customer service, call center, or Service Desk support • Strong interpersonal, customer service, and service recovery skills • Basic understanding of call centers and call-tracking systems • Strong technical aptitude and ability to learn quickly • Ability to support software applications • Understanding of basic hardware, platform, database concepts, and Information System terminology • Ability to manage multiple priorities in a dynamic work environment • Analytical and problem-solving skills • Strong written and verbal communication skills • Ability to interact with a diverse customer population and communicate at their level • Ability to use and manage a standard multiple-line telephone system • Ability to maintain confidentiality and work as a team • Ability to identify issues requiring escalation due to potential adverse business impact • Ability to work independently in a distraction-free remote environment • Must be able to sit for extended periods and perform fine hand manipulation when using a keyboard • Flexibility to work evening, overnight, weekend, and other shifts in advance • No licensure, registration, or certification required • No relocation, sponsorship, or visa transfer available

🏖️ Benefits

• Benefits Eligible • Premium pay such as shift, on call, and more based on a teammate's job • Incentive pay for select positions • Opportunity for annual increases based on performance • Paid Time Off programs • Medical, dental, vision, life, and Short- and Long-Term Disability benefits • Flexible Spending Accounts for eligible health care and dependent care expenses • Adoption assistance • Paid parental leave • Defined contribution retirement plans with employer match • Other financial wellness programs • Educational Assistance Program • Career development programs • Well-being programs