Service Desk Analyst I - On Site at Chesapeake Regional Healthcare (Req #1483)

Description

This Service Desk Analyst I role (req #1483) is an onsite position in Chesapeake, Virginia, where you give Level 1 technical support directly to the company's customers.

You will take support calls and answer customer emails, diagnose problems accurately, and track each issue until it is closed.

Responsibilities

• Give customers consistently strong service across phone, email, and in-person contact.
• Keep customers informed at every stage of each service request.
• Troubleshoot technical problems, coordinate fixes, and resolve issues for customers.
• Help with urgent, high-priority service recovery and escalations.
• Record, follow, and monitor problems so they are resolved on time.
• Keep the ticketing and issue tracking systems updated.
• Support teammates when they need help.
• Work as a self-directed contributor who also works well with the team.

Requirements

• Handle confidential information with discretion and act professionally, competently, and ethically.
• Follow company policies and procedures.
• Communicate clearly, both verbally and in writing.
• Have experience using a service desk or help desk ticketing system.
• Have 1-3 years of customer-facing experience in a service desk, help desk, or support center.
• Be able to use MS Office Suite and O365.
• Have a working understanding of how common software, hardware, and other equipment operate.
• Have knowledge of remote desktop triage and support.
• Have knowledge of relevant call tracking applications.
• Hold a high school diploma or GED.
• Keep working to build your technical skills.
• Preferred: one or more of CompTIA A+, CompTIA Network+, CompTIA Security+, or Help Desk Institute certification, or a degree in Information Technology.
• Preferred: knowledge of physical hardware troubleshooting and basic repairs.
• A strong plus: experience troubleshooting Citrix environments.
• A plus: ServiceNow experience.
• Physical demands: finger dexterity for typing and handling small objects, frequent use of wrists, hands, and fingers, clear speech to convey detailed instructions, normal hearing for everyday conversations, and average visual acuity to review documents or operate equipment.
• Physical demands: ability to sit for long periods when needed, walk extensively between locations, and lift, push, or move 10-30 pounds occasionally.

Conditions

Candidates must live in or near the Chesapeake, Virginia area.

The role is onsite at the hospital locations in Chesapeake.

Shift runs Friday through Tuesday, 7am to 3:30pm Eastern Time, and you must be willing to work it.

The starting base salary is expected to be $16.83 to $24.04 per hour, with the final offer based on job knowledge, experience, skills, certifications, and location.

Pay may also include commissions and discretionary bonuses.

Internal control duties vary by role and can change, so review yours with your supervisor regularly.

This is an at-will position, and the company may change pay or other discretionary compensation at any time.

The company does not discriminate on the basis of race, colour, faith, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other legally protected status.

Benefits

• Medical, financial, and other benefits are offered, depending on the position.
• 401(k) eligibility and an employee stock purchase program.
• Paid time off, including vacation, sick time, and personal leave.
• Full benefit details are provided once an offer is extended.