Associate, Cloud & Adv Tech Service Desk Analyst
Provides customer service on a wide range of technical issues to internal MVP employees and external constituents in busy call center environment. Works scheduled phone support shifts comprising a significant portion of the workweek. Resets passwords and troubleshoots basic desktop PC issues. Process, routes and tracks incoming service requests. Performs basic desktop PC support mainly via telephone. Logs calls in trouble ticketing system. Provides follow-up phone calls and/or investigation when needed to meet call resolution goals. Performs account management including creating Active Directory accounts and processing terminations. Creates procedural documentation and training materials, trains coworkers on IT systems and procedures when needed. Fully and clearly documenting calls, including steps taken and resolution. Contributes to department and company goals and standard monthly individual goals. Monitors system availability in accordance with Service Level Agreements and applies escalation and notification policies appropriately. Develops knowledgebase articles to support team’s incident management process. Interacts with networking, telecom, and other production support teams when resolving issues. Answers phone calls and written inquiries completely and accurately while meeting departmental guidelines. Primary interaction with customers will be via telephone, but scope of responsibility will also include responding to e-mail, walk-up inquiries, and other correspondence. Performs other duties as assigned.
Minimum Education: Two-year college degree in business or technology or equivalent customer service experience.
Minimum Experience: Two to five year’s computer and/or customer service related experience.
Required Skills: Familiarity with computer systems, hardware and software. Strong computer skills and the ability to troubleshoot and diagnose problems. Good analytical, and team-working skills. Excellent communication and interpersonal skills. Ability to work independently as well as in a team environment. Must possess an openness to learn new technologies.
Preferred Skills: • Prior IT Service Desk or Help Desk experience highly desired. • Experience with a trouble-ticketing application a big plus.
MVP Health Care is an Affirmative Action/Equal Opportunity Employer (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at firstname.lastname@example.org.
- Job Family Information Technology & Transformation Services
- Pay Type Hourly
- Headquarters Office, 625 State Street, Schenectady, New York, United States of America