Technical Service Desk Analyst - PART TIME - Remote Eligible

Technical Service Desk Analyst- PART TIME

We are seeking a skilled Service Desk Analyst to provide Level 1 and Level 2 technical support for a wide range of hardware, software, and operating systems like Windows and macOS to augment our team. This position requires individuals with strong technical troubleshooting abilities and excellent customer service skills who can integrate into our healthcare-specific environment. The objective is to secure experienced professionals who can contribute to resolving end-user issues efficiently, enhancing the support experience for our staff.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for a wide range of hardware, software, and operating systems like Windows and macOS.
• Troubleshoot issues including password resets, account unlocks, application support, and network connectivity (VPN, wired/wireless).
• Perform hardware diagnostics and support printers and peripherals.
• Follow established guidelines and procedures to troubleshoot and document information technology issues.
• Provide service to customers, meeting established standards and guidelines, and respond promptly to all requests.
• Maintain a professional and empathetic demeanor, even in challenging situations.
• Work in a fast-paced environment with potentially conflicting priorities.

Required Qualifications

Education: A high school diploma/GED or equivalent working knowledge in a similar role is required.

Experience: Proven experience in providing Level 1 and Level 2 technical support is necessary. Hands-on phone IT experience is required. Experience with ticketing systems such as ServiceNow or Jira Service Management is also required.

Technical Skills: Knowledge in the use and operation of various desktop, mobile devices, and network connectivity is required. Knowledge of Microsoft Office O365 applications is required. Familiarity with remote support tools and an understanding of ITIL best practices are also necessary.

Professional Attributes: Strong verbal and written communication skills are needed to explain technical concepts to non-technical users. An empathetic demeanor, active listening skills, and the ability to work both independently and as part of a team are required.

Preferred Qualifications

• Understanding of the sensitive nature of healthcare data and adherence to HIPAA regulations.
• Experience supporting clinical applications and workflows in a healthcare IT environment.
• Familiarity with healthcare IT infrastructure and common technologies used in the industry.
• Additional related education and/or experience.

Work Environment

This is a remote, part-time position. Shifts are Monday through Friday, consisting of 4-hour shifts each day with staggered starts. There is a potential for this role to become a full-time contract position after 3-6 months. The position requires residence in Nevada, California, Arizona, New Mexico, or Wyoming.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.