CareCentrix Hiring for Ticketing Service Desk Administrator (ITSM) – Remote Job at Remote Full Time

As ITSM Administrator, you will maintain updates and enhancements to the Web Help Desk (WHD) environment. You will be the point of contact for technical support and troubleshooting for WHD system issues and lead user acceptance testing on new enhancements.

Responsibilities:

In this role you will:

• Maintain, update and enhance the WHD environment including incident, request, problem, change and knowledge management, and Integrations
• Perform daily administration, issue resolution, and troubleshooting of the WHD platform
• Monitor health, usage and overall compliance of WHD application and associated workflows
• Understand IT and business requirements with ability to develop, test, deploy improvements and update workflows based on requirements
• Manage and administer lists, filters, forms, platform interfaces (to other data sources) and the data within tables, import sets and the CMDB
• Maintain Reliability reporting and dashboards that provide visibility into the reliability process at both the business and technical user level with executive roll up. Partner with colleagues to reduce Reliability backlog and drive timely resolution of issues
• Create and configure Business Rules, UI Policies, UI Actions, Action Rules and Approval Process Flow
• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in WHD
• Produce reports and dashboards based on defined measures, metrics and key performance indicators for overall ticketing health

This is the role for you if:

• You have worked with technical ticketing tools such as SolarWinds WHD, ServiceNow, Zendesk, Jira, etc.
• You have ITIL experience
• You have Help Desk experience
• You have excellent skills in MS Office

Qualifications:

You should get in touch if:

• You have an Associate’s Degree in computer related field or equivalent work experience
• You have a minimum 2 years of experience in administration and configuration of an ITSM platform (SolarWinds Web Help Desk is a plus)
• You have 3 years’ experience in Help Desk or support function
• You have experience performing upgrades and system clones
• You have minimum 2 -3 years of experience with O365 Suite including core office products: Word, Excel, PowerPoint, Outlook, OneDrive, OneNote, Skype for Business
• You have strong communication, interpersonal and customer service skills; ability to work both independently and as part of a team
• You have excellent problem solving and decision-making skills
• You have prior experience with desk top software and hardware upgrades and migrations
• Ability to effectively articulate issues
• You are familiar with configuring and troubleshooting PC hardware components

What we offer:

• Annual compensation of $ 60,000.00 – $ 75,000.00 plus bonus potential
• Comprehensive Health, Dental, and Vision plans with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, and Tuition Reimbursement
• Access to earned income between paychecks and financial support via PayActiv
• Complimentary on-demand fitness, mindfulness, and nutrition via Wellbeats
• Great culture with a sense of community, with career growth and development opportunities