IT Support Specialist - Remote Eligible

Service Desk Analyst

ASM is looking for a Full Time Service Desk Analyst to work on the Service Desk, which is the first line of support for our customers. The ideal candidate possesses outstanding customer service, technical aptitude, and a desire to "own" customer incidents and requests to resolution. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving 100% over the phone, chat, and remote support in a high-volume call center environment. Since the service desk supports multiple clients in a shared services environment, the candidate should be comfortable learning multiple technologies, supporting multiple clients and their applicate software applications, understanding and applying each customer's specific procedures and processes. The candidate can expect to walk callers through web site navigation for financial aid web sites, conduct advanced application support, troubleshoot electronic medical record transport errors, support Office 365, printing, WIFI, monitoring of alerts, and system provisioning. The Service Desk analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

Responsibilities:

• Provide 100% phone and remote technical support, or chat or through the Incident Management System
• Triage and work incoming Service Desk calls, chats, tickets
• Support Microsoft, Apple, business and third-party applications
• Participate in on call after-hours and weekend support as needed
• Support Medical patient Record, Patient/Provider communications, Identity Access Mgt Software applications
• Support Medical Application Provisioning
• Support Community Care providers and medical participant organizations
• Trouble shoot medical patient records transport errors across the national gateway
• Monitor and Support Alerts
• Support Navigation of financial aid web site
• Ensure tickets are responded to and resolved within Service Level Agreements for each customer
• Support Windows operating systems of various versions including Windows 8 and 10
• Manage and support Office 365
• Create documentation for the Service Desk
• Works hours are either 7A-4P or 8A-5P ET.

Minimum Qualifications:

• Associates Degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science or a related field preferred.
• 2-5 years of experience in information technology, systems administration or other IT related field.
• Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects
• Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools
• Candidate must have experience in being able to gather and convert data into a written narrative

Other Job Specific Skills:

• HDI or ITIL certification
• Experience with IT Service Management systems like ServiceNow
• Experience with Microsoft Dynamics CRM
• 6 months working knowledge of Active Directory