IT Service Desk Analyst

The IT Service Desk Analyst position will provide customer service and technical support to all Tactile employees and contractors and are responsible for providing resolutions to internal customers through expert problem identification, analysis, and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system, or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation for resolution.

Accountabilities & Responsibilities

• Provide professional employee/contractor support through email, phone and a ticketing system.
• Handle incoming calls, tickets and emails timely and within service level timelines whileproviding excellent customer service to clients
• Create tickets for all client interactions
• Understand and deliver on ticket escalation expectations
• Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear, and issues are resolved. Tickets must be updated in real time as events and actions occur
• Report progress to clients and notifying them of resolutions through various types of documentation
• Create documentation on frequently ask questions for use with other Service Desk Analysts or proactively on myTactile
• Maintain compliance with all appropriate regulatory requirements including HIPAA
• Perform other duties as assigned

Education & Experience
Required:

• 2-3 years of helpdesk/desktop support experience in a professional environment
• Associates degree in Computer Science or equivalent work experience

Knowledge & Skills

• Working knowledge of computers (hardware and software), Service Now or other IT ticketing systems, wireless technologies, Office 365, Active Directory, network architectures, and Windows operating systems
• Strong problem solving, time management, flexibility, and communication skills
• A successful track record of troubleshooting complex problems
• Exceptional communication skills, both verbal and written, with the ability to communicate effectively with all different types of end users
• Strong problem solving and listening skills coupled with patience to be able to assist our end users with the questions and issues they may be experiencing
• Passionate and eager to learn new skills
• Demonstrated strong organizational skills
• Thrives in a team environment but is also self sufficient
• Must have the ability to multi-task, organize and document many tasks at one time
• Strong ability to clearly document issues and resolutions
• Ability to adapt to an ever-changing environment
• Commitment to customer satisfaction

Competencies

• Change Agent
• Listening
• Influencing
• Flexible
• Teamwork
• Communication
• Process oriented
• Priority Setting
• Peer Relationships
• Problem Solving