Overview: The Service Desk Analyst is responsible for providing telephone-based technical support of complex hardware/software incidents and service requests across the enterprise. The incumbent will serve as an advocate for internal and external customers in ensuring service requests are fulfilled to their satisfaction. Responsibilities can include troubleshooting, installation, access provisioning, hardware break/fix, etc.

Duties and Responsibilities:

Provide telephone-based end user technical support for office and remote personnel to ensure prompt service restoration of various systems and applications;
Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution
Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;
Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;
Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);
Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;
Maintain compliance with ComplexCare Solutions' policies, procedures and mission statement;
Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions' Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.
Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
ComplexCare Solutions reserves the right to periodically change job descriptions in support of business demand

Job Requirements:

0-2 years of experience in Technical Support / troubleshooting experience;
Proficiency with Microsoft Office Suite: Word, Excel, Visio and PowerPoint;
Experience with IT Service Management ticketing systems (Remedy preferred);
Understanding of Active Directory / Group Policy;
Excellent verbal and written communication skills;
Ability to work in a fast-paced environment;
Self-motivated with strong organizational / prioritization skills;
Excellent customer service, time management skills and results-oriented;
Proven ability to multi-task with attention to detail, work effectively under pressure and deadlines;
Experience with ITIL framework (ITIL Foundations v3 certification preferred);
Bilingual is a plus, with the ability to speak/read/write conversational level Spanish

Education:

Minimum of an Associate's degree in IT/technical field required, Bachelor's degree preferred

Physical Demands and Work Environment:

Sedentary work (i.e. sitting for long periods of time)
Occassionally lift, carry push, pull or otherwise move objects in repetitive motions;
Subject to indoor environmental conditions;
Local travel of 5-10% may be required for training purposes

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.

To review the legal requirements, including all labor law posters, please visit this link

CCS, Corporate

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