IT Help Desk Analyst

Company: HTC Global Services
Location: Troy
Posted on: April 30, 2021

Job Description:

Job Responsibilities:* Receive incoming calls from Client Community and provide first level support; document each call verifying customer information and including all troubleshooting steps* Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group* Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction* Routinely contribute to the Knowledge Base* Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity* Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers* Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as neededKnowledge, Skills, and Abilities (KSAs):* Knowledge of Citrix and VPN* Basic typing skills* Strong listening, verbal, and written communication skills* A strong sense of urgency and the ability to multi-task effectively with attention to details* Well-developed organizational, communications and time management skills* A strong business maturity and professionalism is essential* Ability to troubleshoot, analyze and resolve customer concerns* High technical aptitude and strong PC literacy skills including function and capabilities* Ability to work independently as well as part of a team and function well under pressureEducation and Experience:* High School diploma (Associates Degree in CS/IT Preferred) or equivalent required and 0 to 1 years in a service desk environment* Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc) is preferred* HDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date

Keywords: HTC Global Services, Troy , IT Help Desk Analyst, Professions , Troy, Michigan