Elevate Patient Financial Solutions®
Help Desk Analyst Tier I
Location: The Woodlands, TX; Schedule: Monday through Friday, 8:00 AM – 5:00 PM (Full‑time). The base pay range is $21.00 per hour – $25.00 per hour; final pay will be based on skills and experience.
Position Overview The Help Desk Analyst resolves routine to moderate customer service requests related to software and hardware issues.
Essential Duties and Responsibilities
Answer, evaluate, and prioritize incoming telephone, email, and in‑person requests for assistance from users experiencing problems with hardware, software, networking, and other computer technologies.
Handle problem recognition, research, isolation, resolution, and follow‑up for routine user problems, referring more complex issues to a supervisor or technical staff.
Provide excellent customer service with problem resolution, establishing strong relationships with internal and external customers and ensuring timely, professional responses to all help desk requests.
Log and track calls using IT service management software and maintain historical records and documentation.
Assist in the installation of company computers, software, and peripheral equipment.
Track and maintain an accurate inventory of computer equipment in the configuration management database.
Analyze incidents and recommend ways to reduce the help line incident rate.
Interact with software and hardware vendors to request service for defective products.
Test software and hardware to evaluate ease of use and suitability for users.
Perform basic Active Directory and Exchange administration.
Work within key ElevatePFS processes to achieve greater efficiencies.
Ensure the work area meets ElevatePFS’s policies and complies with federal and state privacy regulations such as HIPAA.
Complete any other duties as assigned.
Qualifications and Requirements
Associate degree in technology and/or 1–2 years of related experience.
Extensive knowledge of PC hardware and software support.
1+ year of Windows 10/11 operating‑system support or administration experience.
Proficient in Microsoft Office, Office 365, and Windows.
1+ year of Active Directory experience.
Help desk experience preferred.
Excellent customer service skills (friendly, courteous, helpful).
Strong written and verbal communication skills; able to interact professionally with colleagues, patients, clients, and vendors.
Strong analytical and problem‑solving skills.
Ability to multitask; excellent organizational and planning skills.
Remote and hybrid positions require a reliable home internet connection that meets the company’s upload and download speed criteria.
Benefits
Medical, Dental & Vision Insurance
401(k) with 100% match for the first 3% and 50% match for the next 2%
15 days of paid time off (PTO)
7 paid holidays
2 floating holidays
1 Elevate Day (floating holiday)
Pet Insurance
Employee referral bonus program
Team‑work culture with fun activities
Career growth opportunities for promotion to higher roles
ElevatePFS is an Equal Opportunity Employer.
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Position Overview The Help Desk Analyst resolves routine to moderate customer service requests related to software and hardware issues.
Essential Duties and Responsibilities
Answer, evaluate, and prioritize incoming telephone, email, and in‑person requests for assistance from users experiencing problems with hardware, software, networking, and other computer technologies.
Handle problem recognition, research, isolation, resolution, and follow‑up for routine user problems, referring more complex issues to a supervisor or technical staff.
Provide excellent customer service with problem resolution, establishing strong relationships with internal and external customers and ensuring timely, professional responses to all help desk requests.
Log and track calls using IT service management software and maintain historical records and documentation.
Assist in the installation of company computers, software, and peripheral equipment.
Track and maintain an accurate inventory of computer equipment in the configuration management database.
Analyze incidents and recommend ways to reduce the help line incident rate.
Interact with software and hardware vendors to request service for defective products.
Test software and hardware to evaluate ease of use and suitability for users.
Perform basic Active Directory and Exchange administration.
Work within key ElevatePFS processes to achieve greater efficiencies.
Ensure the work area meets ElevatePFS’s policies and complies with federal and state privacy regulations such as HIPAA.
Complete any other duties as assigned.
Qualifications and Requirements
Associate degree in technology and/or 1–2 years of related experience.
Extensive knowledge of PC hardware and software support.
1+ year of Windows 10/11 operating‑system support or administration experience.
Proficient in Microsoft Office, Office 365, and Windows.
1+ year of Active Directory experience.
Help desk experience preferred.
Excellent customer service skills (friendly, courteous, helpful).
Strong written and verbal communication skills; able to interact professionally with colleagues, patients, clients, and vendors.
Strong analytical and problem‑solving skills.
Ability to multitask; excellent organizational and planning skills.
Remote and hybrid positions require a reliable home internet connection that meets the company’s upload and download speed criteria.
Benefits
Medical, Dental & Vision Insurance
401(k) with 100% match for the first 3% and 50% match for the next 2%
15 days of paid time off (PTO)
7 paid holidays
2 floating holidays
1 Elevate Day (floating holiday)
Pet Insurance
Employee referral bonus program
Team‑work culture with fun activities
Career growth opportunities for promotion to higher roles
ElevatePFS is an Equal Opportunity Employer.
#J-18808-Ljbffr