Service Desk Analyst I
Skills
- Proficiency with Microsoft Office suite (Word, Excel, Visio, PowerPoint)
- Experience with ITSM ticketing systems (Remedy preferred)
- Working knowledge of Active Directory and Group Policy
- Strong verbal and written communication skills
- Familiarity with ITIL framework and incident management processes
- Customer-service oriented with strong troubleshooting and time-management skills
Responsibilities
- Provide telephone-based end-user technical support for office and remote personnel to restore systems and applications
- Troubleshoot hardware, software, and system issues using knowledgebase and available resources
- Document incidents, service requests, standard operating procedures, and training materials
- Manage service requests/incidents end-to-end and coordinate escalations with IT teams
- Maintain compliance with company policies, HIPAA requirements, and SLA targets
- Support access provisioning, hardware break/fix, installations, and routine maintenance
- Prioritize and multi-task during peak volumes while delivering strong customer service
Education
- Minimum Associate's degree in IT or related technical field required
- Bachelor's degree in IT or related field preferred
- ITIL Foundations v3 certification preferred
Benefits
- Competitive base salary with potential performance-based incentives
- Remote work opportunity
- Standard employee benefits package (as offered by ComplexCare Solutions)
- Training and documentation responsibilities support career growth
- Inclusive workplace with equal opportunity employment policies
Average salary estimate
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