Current Openings - Career Evolutions

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HelpDesk Support Analyst

Job Title
HelpDesk Support Analyst
Job ID
27042558
Location
Scottsdale,  AZ 85260
Other Location
Description

Career Evolutions is looking for a HelpDesk Support Analyst for a fast-growing healthcare company based in Scottsdale, AZ. It's a contractor role with a competitive compensation up to $23 per hour.
 
If you’re looking to join a fast-growing company where your work will have a direct impact on the organization and its suppliers, partners, and customers then this may be the right opportunity for you.

As a HelpDesk Support Analyst, you will provide support for basic incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff. Problems beyond the scope and ability or responsibility will be resolved by engaging other resources in a timely manner.

RESPONSIBILITIES

  • Provide prompt & professional technical & application support to the user community around the nation.
  • Address and resolve basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensure the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Analyze and resolve incidents and requests regarding use of application software or hardware.
  • Log and track incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
  • Document resolutions and updates self-help and staff knowledge bases.
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Maintain and protect confidentiality with regard to all aspects of customer care and employee information.
  • Participates in monthly on-call rotation for after-hours emergency issues.
  • Researches and identify bugs within the software and report to the MSI software developer.

 

QUALIFICATIONS & REQUIREMENTS

  • Bachelor’s degree or equivalent experience; a degree in Information Technology is preferred
  • 3+ years’ experience in a Help Desk or Call Center environment
  • Demonstrates excellent customer service through both written and verbal skills
  • Proven ability to manage multiple projects with competing deadlines
  • Ability to work a flexible shift and be available for weekends and overtime if needed
  • Proficient in Microsoft Windows OS & Office
  • CompTIA Certifications: A+ or Network+; Microsoft Certifications: MTA or MCSA (At least 1 Certification Preferred)
  • Knowledge and Troubleshooting experience of POS Systems (Plus)

 

Founded in 2008, Career Evolutions is a leading Executive Search based in Scottsdale, Arizona. Career Evolutions provides products and services to identify top talent, develop employees, and maximize human capital to enhance the bottom line. For more info, please visit www.careerevolutions.net, check out our Current Opportunities, and contact us via phone 480.626.5253.

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