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 to troubleshoot and document information technology issues.
• Maintain current professional and technical knowledge relating to the healthcare industry.
• 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 (e.g., ServiceNow, 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.
• Awareness of the criticality of system uptime in a healthcare environment.

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.

Compensation & Benefits

Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.