Service Desk Analyst

Service Desk Analyst supports customers from first contact through resolution, using established processes and documentation standards.

Responsibilities

• Provide Level 1 support for all client tickets
• Support at Level 2 when possible based on ability
• Deliver onsite hardware and software assistance
• Contact vendors as required to move tickets toward resolution
• Resolve tickets according to each client’s service level agreement (SLA)
• Maintain detailed service ticket documentation including issue steps and resolution
• Provide excellent customer service via phone, email, and in person
• Follow company process and procedures
• Work onsite on a schedule of Monday, Tuesday, and Thursday, every other week

Requirements

• 3+ years of Level 1 support experience in an enterprise environment
• Healthcare experience preferred; long-term healthcare support experience is a plus
• Comfort working across multiple enterprise systems, including:
  • Active Directory
  • Microsoft Office Suite
  • Windows Operating Systems
  • File shares
  • Printers and copiers
  • Phone systems
  • Exchange
  • Basic network and systems administration
  • Desktop hardware support
• Excellent communication and customer service skills
• Works with a largely self-motivated and self-structured approach
• Additional requirements may include: background check, substance screening, TB test, and vaccinations (or masking in lieu of vaccinations)

Technology Stack

• Active Directory
• Microsoft Office Suite
• Windows Operating Systems
• File shares
• Printers and copiers
• Phone systems
• Exchange
• Basic network and systems administration
• Desktop hardware support

Benefits

• Cell phone and internet reimbursement
• Medical, dental, vision, and 401K
• Responsible paid time off
• Certification reimbursement
• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location & Pay

• Location: Kalispell, MT 59901 (hybrid)
• Pay: $26.50 per hour

Reporting & Mission

• Reports to: Service Desk Manager
• Position mission: Deliver exemplary service from start to finish of customer interactions by following best practices and procedures
• Service expectations: Provide precise information and resolve issues quickly to meet customer satisfaction

Company Culture

• Virtual company model
• Work from home options
• Responsible time off
• Bonus opportunities
• Values: Expertise, Collaboration, Empathy, Integrity