| IT Service Desk Analyst II at Gaithersburg, Maryland, USA |
| Email: [email protected] |
| From: anilj, RBC [email protected] Reply to: [email protected] IT Service Desk Analyst II Location Gaithersburg, Maryland(Onsite) Rate $40/hr on C2C Job Description Join us in powering the future of healthcare cost containment Expion Health (formerly HRGi Holdings, Inc.) has an exciting opportunity for a Service Desk Analyst II, reporting to the Director Infrastructure and Desktop support. Our team of brilliant professionals are continuously expanding the boundaries of the healthcare industry through innovations that intersect data and technology and amplifies human intelligence to result in better outcomes. We need people like you to join in our commitment to drive pure exponential value for our clients and partners. As an Service Desk Analyst II, you will be the first point of contact for employees seeking technical assistance over the phone, via email, or through our ticketing system. Your role involves diagnosing and troubleshooting software and hardware issues, providing solutions, and escalating complex problems to the appropriate IT team members. You will play a crucial role in maintaining the efficiency of our IT operations and ensuring a high level of customer satisfaction. 1. Deliver and Execute (70%) As a member of the IT team, you will be responsible for managing and fulfilling the que of end user support ticket requests. You will analyze, develop and review technical issues as required. Learns and Grow (20%) - Learns through successful and failed experiment when tackling new problems; Actively seeks ways to grow and be challenged using both formal and informal development channels 2. Plan and Align (10%) - Builds partnerships and works collaboratively with others to meet shared objectives; Collaborates with other team members in agile processes; Relates openly and comfortably with diverse groups of people What you bring To be successful in this role youll need: Strong problem-solving skills Desire to learn new applications and processes Ability to adhere to strict deadlines To feel at home with being part of a collaborative, nimble, and high-performing team within a fast- paced, startup-like environment Excellent communication and listening skills To enjoy pushing your skills and development to manage ambiguity, be adaptable, and cultivate innovation Responsibilities Provide first-line technical support to employees, addressing IT-related queries and issues promptly and effectively. Respond to requests for technical assistance in person, via phone, email, or our ticketing system. Diagnose and resolve software, hardware, and network issues for end-users. Guide users through step-by-step solutions for various IT problems, ensuring a clear understanding and resolution. Document, track, and monitor all incidents and requests in the ticketing system to ensure timely resolution. Prioritize and manage multiple open tickets, providing regular updates to end-users on the status of their requests. Escalate complex or unresolved issues to higher-level IT support teams, ensuring detailed information is provided to facilitate a swift resolution. Follow up with end-users to ensure issues have been fully resolved and provide further assistance if necessary. Assist with the installation, configuration, and maintenance of computer systems, software, and peripherals. Perform regular system updates, patches, and backups to ensure optimal performance and security. Create and update user guides, FAQs, and other support documentation to assist employees in resolving common IT issues independently. Provide basic training to end-users on new software and hardware as needed. Maintain a high level of customer service and professionalism in all interactions, ensuring user satisfaction and fostering positive relationships. Communicate effectively with users to understand their concerns and provide clear, concise solutions. Other duties as assigned Required Expertise Associates or Bachelors degree in Information Technology, Computer Science, or a related field preferred. Proven experience (3 years) in a help desk or technical support role. Strong knowledge of computer hardware, software, and network systems. Proficiency with Windows and macOS operating systems, Microsoft Office Suite, and common IT support tools. Excellent problem-solving, troubleshooting, and analytical skills. Strong organizational and project management skills Strong business, data, and financial acumen Ability to work in a fast-paced environment with changing priorities Demonstrated ability to think and act strategically. Preferred Skills Experience with IT ticketing systems (e.g., ServiceNow, Jira, Zendesk). Familiarity with remote desktop applications and help desk software. Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP). Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus. Excellent time management and organizational skills Ability to work independently and as part of a team Flexibility and adaptability to change Outgoing personality with strong interpersonal and social abilities Goal-oriented, self-starting, and able to work without constant supervision Resourceful and self-motivated in a remote work environment Demonstrated problem solving and critical thinking skills What its like to work with us Expion Health has been challenging the industry status quo for over 30 years, leading with ground-breaking innovation in a wide variety of healthcare cost-management solutions. Embracing the latest opportunities that technology can offer within a rapidly evolving industry, we provide exceptional service, technology, and product innovation to meet greater challenges in healthcare cost management. We have a distributed workforce so you can work from anywhere in the continental United States. Because of our distributed nature we have cultivated a connected culture that includes town halls, one-on-ones with executive leadership, educational forums, and even social clubs. Keywords: information technology IT Service Desk Analyst II [email protected] |
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| Fri Aug 30 20:34:00 UTC 2024 |