Service Desk Analyst I-BILINGUAL

Service Desk Analyst I (English and Spanish Fluency)

The Service Desk Analyst I will be supporting both English and Spanish speaking end users and is required to be bilingual. The Service Desk Analyst I provides quality first level support to IT users, employing a high degree of customer service, technical expertise and timeliness. Consult knowledge base to optimize problem resolution, tracks calls and enters solution data and follow through on resolution with end users. Weekend availability is required to apply.

Responsibilities: 

• Receive incoming calls from Client Community and provide first level support; document each call verifying customer information and including all troubleshooting steps
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
• Routinely contribute to the Knowledge Base
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
• Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed

Knowledge, Skills and Abilities (KSAs): 

• Basic typing skills
• Knowledge of Citrix and VPN
• Strong listening, verbal, and written communication skills
• A strong sense of urgency and the ability to multi-task effectively with attention to details
• Well-developed organizational, communications and time management skills
• A strong business maturity and professionalism is essential
• Ability to troubleshoot, analyze and resolve customer concerns
• High technical aptitude and strong PC literacy skills including function and capabilities
• Ability to work independently as well as part of a team and function well under pressure

Education and Experience:

• High School diploma (Associates Degree in CS/IT Preferred) or equivalent required and 0 to 1 years in a service desk environment
• Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc) is preferred
• HDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date