IT Support Analyst
Location: Brentwood Tennessee
Description: CareSpot is looking of IT Support Analyst right now, this position will be placed in Tennessee. For detail informations about this position opportunity please give attention to these descriptions. The IT Support Analyst is responsible for providing first and second level technical support to center and corporate office personnel via the Service Desk. The IT Support Analyst serves as the first poin! t of contact for incidents and user requests and is responsible for initial diagnosis, resolution, and escalation based on documented processes and procedures. Support includes all desktop and laptop computers, operating systems, peripheral devices, phones, printers, copiers, applications, connectivity, and other IT related services and equipment as part of a support team providing level one and two support for the entire enterprise; general maintenance, monitoring, and administrative responsibilities and participation in various projects as well as handling small adds, moves, and changes as needed. Support hours range from 6am to 7pm, 7 days per week.
Essential Job Responsibilities Include:
Monitors Service Desk ticket and phone queue and responds to user requests via phone, electronically or in person per established SLA’s.
Diagnoses and resolves technical hardware and software issues. Escalates per established procedures if additional suppo! rt is required.
Identifies and escalates situations r! equiring urgent attention
Redirects problems to appropriate resource when needed
Researches and answers questions using available information resources
Advises users on appropriate actions
Logs all help desk interactions, incidents, and request per established procedures
Monitors and tracks open issues and requests and follow up to ensure timely resolution per established SLA’s.
Completes adds, moves, and changes per established procedures and SLA’s.
Prepares regular activity reports and updates.
Stays current with system information, changes, and updates.
Actively participates in project and team initiatives as needed.
Protects organization's value by keeping information confidential and adhering to company guidelines.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests.
Explores opportunities to add value to job ac! complishments.
Provides excellence in customer service
Understand, supports, and contributes to the organization’s mission, goals, and values
Working knowledge of Windows operating systems, Citrix, MS Office, Internet Explorer, Active Directory, security and account maintenance, desktop hardware and peripherals, networking, and general IT systems understanding.
Knowledge of relevant call tracking and service desk applications and processes.
Knowledge and experience with customer services practices.
Related experience and training in an IT services environment.
Performs other duties as assigned.
Required Skills
Minimum Qualifications include:
Associate’s Degree or equivalent job-related experience (one to three years)
A+ certification preferred
Minimum of two to four years of experience in IT Support/Help Desk
Additional Knowledge, Skills and Abilitie! s:
Excellent team and interpersonal skills
Strong anal! ytical and problem-solving abilities
Effective communication skills: reading, writing, and verbal
Phone and computer operator skills
Able to work with a minimum of supervision
Able to handle problems in a calm and responsive manner.
Strong customer services skills
Effective organizational and time management skills
Microsoft Office suite
Citrix, Active Directory, and basic networking topology
Knowledge of CareSpot services and lines of business
Knowledge of health care industry
Required Experience
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to CareSpot.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Sat, 13 Apr 2013 08:00:06 GMT