Blue Cloud Pediatric Surgery Centers is hiring: IT Support Analyst - Remote in L

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Overview

Blue Cloud is the largest pediatric Ambulatory Surgery Center (ASC) company in the country, specializing in dental restorative and exodontia surgery for pediatric and special needs patients delivered under general anesthesia. We are a mission-driven company with an emphasis on providing safe, quality, and accessible care, at reduced costs to families and payors. This ASC-based model provides an excellent working environment where you will partner with a close-knit clinical team of Dentists, Anesthesiologists, Registered Nurses, Registered Dental Assistants and more.

Responsibilities

• Logs incidents and requests accurately.
• Provides first line investigation and diagnosis of incidents and requests.
• Troubleshoots moderate to complex issues and requests as they relate to client technologies.
• Troubleshoots the cause of problems, not just the symptoms, acting to prevent problems from recurring.
• Resolves issues within the prescribed time limits; escalates to appropriate level 2 personnel as needed and follows standard operating procedures regarding ticket ownership.
• Participates in efforts to continuously improve Level 1 performance in issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction.
• Adheres to corporate policies and defined service level agreements.
• Maintains a knowledgebase by documenting known errors, workarounds, procedures, and application-specific information.
• Reports status, issues, and timelines to management for critical issues.
• Provides coverage for all modes of communication: telephone, chat, e-mail or other methods as necessary.
• Participates in required training for both technical and interpersonal skills.

Qualifications

Required Education and Experience

• High School Diploma or Equivalent
• Solid working knowledge of the Windows Operating System, including Windows 10 and 11
• Basic understanding of networking and server technologies
• Excellent communication skills, both written and oral
• Superior problem solving and troubleshooting skills
• Thorough documenting and organizational skills

Preferred Education and Experience

• Previous IT Call Center Experience
• Experience with Office 365
• College Degree preferred, but experience will substitute

Competencies

• Excellent attitude, great phone etiquette.
• Ability to rapidly establish a good working relationship with customers and other professionals.
• Clear and confident written and verbal communication.
• Ability to handle problems and technical issues in a friendly, calm and reassuring manner.
• Passion for IT and technology with a methodical approach to problem solving.
• Tenacity and dedication to pursue an issue from beginning to end, with initiative and reliability to work unsupervised.
• Self-motivated with the ability to multi-task, prioritize and escalate accordingly.
• Hands-on approach and willingness to learn.

Work Environment and Physical Demands

This job operates in a professional office environment. The role routinely uses standard office equipment. The physical demands described are representative of those that must be met to perform the essential functions of the job, including talking or hearing, standing, walking, using hands, and lifting up to 25 pounds on occasion.

Position Type/Hours

This is a full-time position. Days and hours of work are Monday through Friday, 40 hours per week. On-call after hours may be required up to once per month.

Travel

None

Benefits

• Medical, vision and dental insurance, Flexible Spending and Health Savings Accounts, PTO, short and long-term disability, and 401K.
• No on-call, no holidays, no weekends.
• Compensation: $23.50-$29.00 per hour.

Blue Cloud is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Seniority level: Entry level

Employment type: Full-time

Job function: Information Technology

Industries: Hospitals and Health Care