Matrix Global Services Hiring for IT Service Desk Analyst Job at Remote Full Time

Matrix Global Services seeks Service Desk Analysts for our service desk serving a healthcare customer. Matrix Global Services is a total IT solution provider that primarily serves the health care industry. The company helps its clients achieve their objectives through the optimization of IT Service Management and Technical Support. We are looking for multiple individuals who have prior experience as IT Service Desk Analysts. The individuals selected must have demonstrated the ability to troubleshoot PC related issues while always maintaining a high level of customer service. This individual must have the ability to clearly create and update ticket in English.

Responsibilities include but are not limited to the following:

· Provide professional and friendly support consistently via telephone, email, chat and remote connections.

· Identify and communicate issue criticality based on the customer and issue, which includes issues with clinical software related to patient care.

· Create and manage tracking tickets according to Service Desk standard operating procedures.

· Triage, diagnose, and resolve computer hardware and software issues.

· Resolve issues where possible and assign issue to the correct support team when resolution is not possible.

· Execute standard escalation procedures based on issue priority.

· Tracking recurring problems and escalating them to management in a timely manner.

· Coordinate the installation of hardware and software

· Contribute to all Service Desk process and technical documentation.

· Participate in Quality Assurance by calling clients a ticket is closed to ensure that they are satisfied with the service.

· Available 24/7 to respond to emergency situations.

· Healthcare experience, especially EMR support, highly desirable.

Qualifications:

· Strong communication skills to be able to work on technical issues with non-technical customers. EMR experience highly preferred

· Excellent customer service and interpersonal skills

· Ability to communicate via email and tickets in English

· Highly self-motivated and detail-oriented

· Ability to effectively prioritize and multi-task in a high-pressure environment

· Strong background in Windows client operating systems, standard desktop applications, and user account management.

· Working knowledge of network support issues

· Working knowledge of remote working systems and support

· Ability to work in a team-oriented collaborative environment

· At least 1 year of Service Desk Experience required, 2 or more years preferred.

· At least 2 years of Customer Service experience required, 3 or more years preferred.

Salary Range – $23.00 – $26.00 per hour + Benefits

Job Type: Full-time

Pay: $23.00 – $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift

Application Question(s):

• Do you have experience working remotely?
• Are you currently set up with equipment to work remotely?

Experience:

• Help desk: 2 years (Required)
• ServiceNow: 2 years (Required)
• Active Directory: 2 years (Preferred)

Work Location: Remote