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 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 for printers and peripherals.
• Utilize remote support tools and techniques to assist end-users.
• Document and manage incidents using ticketing systems such as ServiceNow or Jira Service Management.
• Maintain a professional and empathetic demeanor in all customer interactions.
• Follow established guidelines, procedures, and communication protocols.

Required Qualifications

Education: A high school diploma/GED or equivalent working knowledge is required.

Experience: Proven experience in providing Level 1 and Level 2 technical support with 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 a wide range of desktop and mobile devices, and network connectivity is required. Knowledge of Microsoft Office O365 applications and familiarity with remote support tools are necessary. An understanding of ITIL best practices is also required.

Professional Attributes: Excellent verbal and written communication skills are needed to explain technical concepts to non-technical users. Strong active listening skills, time management, and the ability to work independently and as part of a team are required. Reliability and punctuality are essential.

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 industry technologies.
• 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. Candidates must reside in Nevada, California, Arizona, New Mexico, or Wyoming.

Compensation & Benefits

The pay rate for this position is between $23.00 and $26.00 per hour. The availability of benefits may vary based on the specific assignment and employment status.

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.