What are the responsibilities and job description for the Service Desk Analyst position at Apex Systems?
Job Details
Job#: 2066789
Job Description:
This Opportunity is Remote, however candidates must be reside in PA.
Job Summary the Service Desk Technical Analyst is responsible for tasks related to IT hardware, infrastructure, access, application, and software support, including the Electronic Health Record (EHR) System. This includes issue resolution, access management, request fulfillment, training, testing, implementation, go-live support, and maintenance. The IT Service Desk serves as a front-line and tier 2 technical contact between Information Technology and organizational departments, IT vendors, partners, and the user community.
Job Duties
Work is typically performed in an office environment. Accountable for satisfying all job-specific obligations and complying with all organization policies and procedures.
*Relevant experience may be a combination of related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years).
Position Details
Work Schedule(Multiple Shifts Available):
Preferred Qualifications: IT knowledge, education preferred. Demonstrated Customer Service, Call Center experience preferred.
Education
Experience
Skills
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Job Description:
This Opportunity is Remote, however candidates must be reside in PA.
Job Summary the Service Desk Technical Analyst is responsible for tasks related to IT hardware, infrastructure, access, application, and software support, including the Electronic Health Record (EHR) System. This includes issue resolution, access management, request fulfillment, training, testing, implementation, go-live support, and maintenance. The IT Service Desk serves as a front-line and tier 2 technical contact between Information Technology and organizational departments, IT vendors, partners, and the user community.
Job Duties
- Provide remote and customer-facing support and solutions for technical needs.
- Resolve complex technical problems, assess impact and urgency, and set priorities according to Service Level Agreements (SLAs).
- Facilitate First Call Resolution.
- Develop a strong understanding of the EHR and all technology and applications.
- Maintain goodwill, cooperation, and productive relationships.
- Accurately document interactions, incidents, and requests.
- Provide regular updates on work status.
- Produce documentation as requested.
- Route incidents according to established protocols.
- Notify IT customers of downtimes or service interruptions.
- Maintain security and confidentiality, especially regarding Patient Information (PI) or Personally Identifiable Information (PII).
- Communicate effectively with peers, stakeholders, project teams, and leadership.
- Participate in on-call rotation for 24x7x365 support.
- Support system upgrades, patches, and monitoring.
Work is typically performed in an office environment. Accountable for satisfying all job-specific obligations and complying with all organization policies and procedures.
*Relevant experience may be a combination of related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years).
Position Details
Work Schedule(Multiple Shifts Available):
- 12:00 PM - 10:30 PM (4 - 10's), every other weekend including holidays.
- 8:00AM-4:30PM (5-8's) or 7:00AM -5:30pm (4 - 10's), every other weekend including holidays.
Preferred Qualifications: IT knowledge, education preferred. Demonstrated Customer Service, Call Center experience preferred.
Education
- High School Diploma or Equivalent (GED) - (Required)
Experience
- Minimum of 2 years of relevant experience* (Required)
Skills
- Interpersonal Communication
- IT Environment
- Technical Troubleshooting
- Communication
- HR Policies, Standards, and Procedures
- Customer Service
- Problem Management
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
