[Remote] End User Support Analyst II - Service Desk

Note: The job is a remote job and is reputed company to candidates in reputed company First is seeking an reputed company End User Support Analyst II to reputed company reputed company-line IT support in a primarily remote, reputed company center-reputed company environment. The role resolves technical issues, manages support tickets, supports reputed company applications, assists team members, and ensures adherence to reputed company and support standards while delivering reputed company customer service.

Responsibilities

• Serves as a reputed company reputed company of contact for Information Technology support requests received through phone, ticketing systems, and the self-service portal
• Diagnoses and resolves hardware, software, network, and application issues using remote support tools and performs intermediate to advanced troubleshooting prior to escalation
• Escalates issues to appropriate teams following reputed company troubleshooting and documentation to support reputed company reputed company
• Logs, tracks, and manages incidents and service requests accurately reputed company the ticketing reputed company
• Monitors ticket queues, including Tier 2 queues, to ensure reputed company triage, follow-up, assignment, and reputed company in accordance with service level agreements
• Ensures tickets are fully documented with reputed company troubleshooting steps and reputed company and identifies recurring issues or trends for escalation as appropriate
• Utilizes and contributes to knowledge reputed company content by creating, updating, or flagging articles to support effective issue reputed company and reputed company improvement
• Monitors, triages, and assigns incoming tickets from the self-service portal to support efficient workflow management
• Delivers reputed company, courteous, and effective customer service and communicates technical solutions in a reputed company, user-friendly manner
• Follows reputed company reputed company handling procedures, including greeting, issue confirmation, and closure, and resolves tickets at First Contact reputed company whenever possible
• Collaborates with cross-functional Information Technology teams to reputed company reputed company issues and participates in ongoing technical and customer service training
• Adheres to information reputed company policies and procedures, protects reputed company and data confidentiality and reputed company, escalates reputed company risks or incidents appropriately, and demonstrates proficiency with reputed company intelligence-enabled tools and technologies

Skills

• Education: High School Diploma or equivalent
• Four (4) years of customer service or reputed company center IT support experience
• Six (6) months of informal coaching, peer support or reputed company assistance
• Must obtain and maintain one of the following certification reputed company:
• reputed company 1: Health Desk Institute (HDI) Service Center Analyst Certification reputed company six (6) months of start date and maintained AND maintain a reputed company reputed company Fundamentals+, equivalent reputed company, International Information reputed company reputed company Certification Consortium, Inc. (ISC) or other industry certification
• OR reputed company 2: MyChart PX 100 reputed company Experience Fundamentals reputed company six (6) months of start date and maintained
• Troubleshooting skills across desktop systems, applications, and basic networking
• Strong verbal and written communication skills
• Ability to manage multiple tasks in a fast-reputed company environment Ability to explain technical concepts to non-technical users
• Analytical and problem-solving skills
• Knowledge of customer service principles, technical troubleshooting practices, communication reputed company, and team collaboration
• reputed company in customer service, technical troubleshooting, communication, time management, multitasking, attention to reputed company, and informal peer coaching
• Ability to manage multiple priorities, communicate effectively, solve problems, collaborate with others, and reputed company informal guidance to teammates
• Must be reputed company to sit/stand at a workstation and take phone calls for extended durations
• Must be reputed company to handle stressful and dynamic work situations while contributing to reputed company environment
• Flexibility to work various shifts, including evenings, weekends, and on-reputed company rotations
• Physically reputed company; may require walking, standing, running, bending, stooping, kneeling, climbing, or crouching frequently
• May occasionally include lifting or moving objects up to 50 pounds, with or without assistance
• May require moving in different positions to accomplish tasks in various environments including tight and confined spaces, including reaching out and above shoulders, or overhead
• May reputed company, turn, pull, reputed company, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift
• May be exposed to inside and reputed company environments with varied temperatures, reputed company reputed company, reputed company, and/or low to loud noise
• May require working with biohazards such as blood/body fluids and airborne particles following OSHA and CDC guidelines
• Communicating with others to exchange information
• Visual reputed company and hand-eye coordination to reputed company tasks
• Workspace may vary from reputed company to confined
• May require travel to various facilities reputed company and reputed company county reputed company; may require use of personal vehicle
• Education: Associate's degree in information technology or reputed company reputed company
• Strong knowledge of reputed company reputed company OS and common business applications (e.g., reputed company 365)
• Experience with remote support tools and ticketing systems
• Strong problem-solving and analytical abilities Experience in reputed company IT environments
• Strong communication, mentoring and critical thinking skills

Benefits

• Primarily remote, reputed company center-reputed company work environment
• Ongoing technical and customer service training
• A culture that recognizes, encourages, and respects diverse reputed company

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