Odesus, Inc.
Service Desk Analyst, Remote (Healthcare)
Odesus, Inc., Los Angeles, California, United States, 90079
Overview
A large Los Angeles healthcare system of hospitals, clinics, and primary care providers is looking to hire a
Service Desk Agent
for a 6-month contract to hire. The role can be fully remote but must live within 50-100 miles of 90032. Must be available to work 3rd shift (11:00pm-7:30am).
The hours will cover 3 shifts:
8am-4:30pm (1st), 3pm-11:30pm (2nd), and 11pm-7:30am (3rd).
Responsibilities
Support end user community at hospitals and clinic locations. Provide support for clinical application software, operating systems, business productivity software, network and Wi-Fi connectivity, and other computer-related technology.
Act as the point of contact for IT issues; prioritize incoming requests for assistance from users experiencing hardware, software, networking, and other computer-related technologies.
Interview users to collect problem information and guide through diagnostic procedures; demonstrate excellent verbal and written communication skills.
Analyze, diagnose and resolve user support issues; document resolutions and follow up; refer more complex problems to supervisor or technical staff as needed.
Create and update tickets via Footprints ticketing system according to priority levels; follow Health Sciences IT ticket tracking procedures.
Provide user account provisioning services via Active Directory; install software via Active Directory or SCCM; provide remote support via GoToAssist and SCCM.
Provide basic in-house training on Microsoft applications; configure email for multi-platform mobile devices.
Assist in the acquisition and installation of PCs, servers, software, peripheral devices, and other equipment.
Collaborate with Health Sciences IT team members to resolve system problems in a timely fashion.
Provide technical and troubleshooting assistance to Health Sciences Campus end users; escalate priority and unresolved issues to leadership when needed.
Deliver superior customer service, training and support to Health Sciences Campus end users; identify and recommend process improvements for IT Client Services.
Adhere to Health Sciences IT processes and practices; assist with training, documentation and guidance to IT staff as needed and oversee global tickets where applicable.
Performs other duties as assigned.
Qualifications and Experience
Minimum Education:
High School Diploma; Associate’s Degree in a related field preferred.
Minimum Experience:
Must be available to work 3rd shifts (11:00pm-7:30am); Minimum 3 years of IT and 2 years of Service Desk Support; Healthcare experience required; experience in a call center handling tickets daily.
Excellent customer service, written & verbal communication skills; able to triage, track & monitor ticket progress per SLA and follow escalation procedures; ability to learn quickly and adapt to changing environments.
Ability to work independently and in a team; follow-up to ensure successful completion of tasks.
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Service Desk Agent
for a 6-month contract to hire. The role can be fully remote but must live within 50-100 miles of 90032. Must be available to work 3rd shift (11:00pm-7:30am).
The hours will cover 3 shifts:
8am-4:30pm (1st), 3pm-11:30pm (2nd), and 11pm-7:30am (3rd).
Responsibilities
Support end user community at hospitals and clinic locations. Provide support for clinical application software, operating systems, business productivity software, network and Wi-Fi connectivity, and other computer-related technology.
Act as the point of contact for IT issues; prioritize incoming requests for assistance from users experiencing hardware, software, networking, and other computer-related technologies.
Interview users to collect problem information and guide through diagnostic procedures; demonstrate excellent verbal and written communication skills.
Analyze, diagnose and resolve user support issues; document resolutions and follow up; refer more complex problems to supervisor or technical staff as needed.
Create and update tickets via Footprints ticketing system according to priority levels; follow Health Sciences IT ticket tracking procedures.
Provide user account provisioning services via Active Directory; install software via Active Directory or SCCM; provide remote support via GoToAssist and SCCM.
Provide basic in-house training on Microsoft applications; configure email for multi-platform mobile devices.
Assist in the acquisition and installation of PCs, servers, software, peripheral devices, and other equipment.
Collaborate with Health Sciences IT team members to resolve system problems in a timely fashion.
Provide technical and troubleshooting assistance to Health Sciences Campus end users; escalate priority and unresolved issues to leadership when needed.
Deliver superior customer service, training and support to Health Sciences Campus end users; identify and recommend process improvements for IT Client Services.
Adhere to Health Sciences IT processes and practices; assist with training, documentation and guidance to IT staff as needed and oversee global tickets where applicable.
Performs other duties as assigned.
Qualifications and Experience
Minimum Education:
High School Diploma; Associate’s Degree in a related field preferred.
Minimum Experience:
Must be available to work 3rd shifts (11:00pm-7:30am); Minimum 3 years of IT and 2 years of Service Desk Support; Healthcare experience required; experience in a call center handling tickets daily.
Excellent customer service, written & verbal communication skills; able to triage, track & monitor ticket progress per SLA and follow escalation procedures; ability to learn quickly and adapt to changing environments.
Ability to work independently and in a team; follow-up to ensure successful completion of tasks.
#J-18808-Ljbffr