Service Desk Analyst

Overview

Description

The Service Desk Analyst (SDA) will support MRO’s internal employee base and external customers with technical assistance, administration, configuration, and provisioning of hardware and software across our internal systems and healthcare products. The SDA is a “Tier 1” resource and is envisioned for a new or emerging professional with 1-5 years of existing experience and a broad interest in technology platforms. The SDA’s primary functions, detailed below, include handling a broad scope of end-user and customer support tickets, including intake of issues into our JIRA Service Management Platform, identity management functions, device troubleshooting, and support of our proprietary healthcare applications.

Responsibilities

Major Responsibilities:

• End-User Support Ticketing: The SDA role will receive items submitted via our internal employees and external customers via our JIRA Service Management support portals and via telephone intake. Responsibilities include adequately identifying and classifying the issue (“ticket coding”), performing best steps to resolve using existing knowledge and/or documentation, and either resolving or escalating the issue to our “Tier 2” Support teams. Maintaining thorough, accurate, and timely ticket updates to reporters is essential.
• User Management: The SDA will frequently utilize a suite of technology platforms related to user management functions, including AD Manager, Entra ID, and our suite of proprietary healthcare applications. Typical activities involve administrative requests to add, remove, or modify access. Some activities require additional approval from parties within and outside of the Support organization.
• Troubleshooting and Remote Resolution: The SDA role is the first resolving party for the MRO technology organization and is a critical component to ensuring trouble tickets are closed promptly, accurately, and professionally for both internal employees and external customers. The SDA will utilize remote access tools to remotely connect and resolve issues reported or engage in direct phone calls or scheduled support sessions with issue reporters. While the primary goal is always to work to resolve an issue, the Service Desk is a fast-paced and high-volume team that requires individuals capable of differentiating between resolvable issues and those that would be better escalated. Excellent attention to detail and notetaking within the ticket is required to make the escalation process easier for both our internal team members and customers.
• Onboarding and Offboarding: The SDA role is vital to our employee lifecycle activities and is the responsible entity for ensuring that new MRO team members are provisioned the proper user accounts and access prior to their start date and terminated team members’ accounts are terminated within our agreed timeframes to comply with internal and external regulations. The SDA role works with partners in Desktop Support and a third-party provisioning entity to facilitate the delivery of required hardware to new hires as well as a collection mechanism for retrieving hardware from terminated team members.

Qualifications

General Skills:

• Strong customer service skills. Knack to make every interaction a positive one for MRO employees.
• Capability to learn new applications quickly, ask questions, and utilize all sources of knowledge (peers, documentation, media, AI) to grow proficiency.
• Capability to adhere to communicated processes and policies.
• Good communication skills in both written and verbal formats.
• Collaborator able to work with peers across various technical competencies to advance shared goals, resolve differences in technical opinions, understand nuance and perspectives between roles, and be open to learning wherever it presents itself.
• Ability to understand general requirements and translate them into actionable tasks.
• Able to build strong interpersonal relationships with colleagues working remotely throughout the US and India.
• Self-starter able to work under moderate supervision.

Technical/Domain Skills:

• Proficiency in utilizing Microsoft Office365 applications required.
• Proficiency in troubleshooting Office365, Windows10/11, and MacOS required.
• Experience with a remote access tool like Teamviewer or Splashtop a plus.
• Experience with Active Directory, Entra, and Office365 administration a plus.
• Experience with Microsoft Intune, JAMF, or other device management apps a plus.
• Experience with JIRA Service Management or comparable ITSM tool a plus.
• Experience with leveraging AI tools to improve technical or non-technical skillsets a plus.
• Experience with general networking concepts (routing, DNS, IP topology, VPN) a plus.

Preferred Qualifications:

• Certifications: Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+) a plus.

Education: Bachelor's degree in Information Technology or a related domain a plus.

Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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