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Ovation Healthcare

Ovation Healthcare is the premier provider of shared services to improve hospital and system performance.

IT Service Desk Analyst

AnalystAnalystFull TimeRemoteSeniorTeam 201-500Since 45 yearsH1B No SponsorCompany SiteLinkedIn

Location

Tennessee

Posted

6 days ago

Salary

Not specified

Seniority

Senior

Associate DegreeExperience acceptedEnglishDNS

Job Description

• Serve as the first point of contact for customers seeking technical assistance over the phone or email. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on IT products or services. • Record events and problems and their resolution in logs. • Follow-up and update customer status and information. • Pass on any feedback or suggestions by customers to the appropriate internal team. • Maintain skills by attending related training and performing research. • Identify and suggest possible improvements on procedures.

Job Requirements

  • Associate degree in Information Technology or equivalent work experience.
  • Knowledge of TCP /IP, DNS, WINS, and DHCP.
  • Knowledge of MS Active Directory.
  • Knowledge of network cabling standard and network room build outs.
  • Tech savvy with working knowledge of office automation products, databases and remote access applications.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Exceptional judgment, thinking skills, interpersonal skills.
  • Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements.
  • Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
  • Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
  • Exceptional ability to work as a team player.
  • Ability to train, explain and impart knowledge to others.
  • Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
  • Capable of working within established policies, procedures and practices prescribed by the organization.
  • English sufficient to provide and receive instructions/directions.

Benefits

  • Evening and weekend off hour activities as required.
  • Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.

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