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We are seeking a highly skilled Service Desk Analyst to join our team at Gravity IT Resources. As a Service Desk Analyst, you will be responsible for providing exceptional technical support to our customers, resolving issues efficiently, and escalating complex problems to higher-tier teams.
Key Responsibilities- Provide Tier I level application support for Practice Manager and EHR, resolving basic issues and fulfilling service desk requests.
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and inquiries.
- Perform routine technical assistance and maintenance duties, including individual instruction and training to users on new or updated technologies.
- Address and resolve basic incidents and requests, logging all incidents and requests, and engaging other Service Desk resources or appropriate service resources to resolve incidents as needed.
- Escalate unresolved calls per established protocols, identifying and escalating situations requiring urgent attention.
- Provide application support to end users of EMR and Practice Management applications, as well as enterprise-wide support for desktops, applications, and infrastructure services.
- Effectively manage length of calls, handle time, and after-call work, providing 5-star customer service.
- High school diploma or GED, with at least 2 years of experience directly related to the duties and responsibilities specified.
- Minimum 2 years of experience providing technical support, including Active Directory users and computers, Microsoft Office Suite, and Windows 10/11.
- Ability to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
- Strong analytical skills, ability to solve problems independently, and ability to use ticket tracking software, remote management software, and the telephone to provide technical support.
- Excellent communication skills, both verbally and in writing, with the ability to communicate in English.
This is a non-patient-facing role, with the possibility of working full-time remotely or rotating between the office and remote work. The ideal candidate will be able to work in an indoor environment, with a focus on operating a computer and using manual dexterity.
