[Remote] IT Support Analyst - Remote
Note: The job is a remote job and is open to candidates in USA. Blue Cloud Pediatric Surgery Centers is a mission-driven pediatric ambulatory surgery center company specializing in dental restorative and exodontia surgery for pediatric and special needs patients. The IT Support Analyst provides first-line investigation, diagnosis, troubleshooting, and resolution of IT incidents and requests while documenting issues, maintaining knowledge resources, supporting communications, and escalating problems when necessary.
Responsibilities
- Logs incidents and requests accurately
- Provides first line investigation and diagnosis of incidents and requests
- Troubleshoots moderate to complex issues and requests as they relate to client technologies
- Troubleshoots the cause of problems, not just the symptoms, acting to prevent problems from recurring
- Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures as agreed upon regarding ticket ownership
- Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
- Adheres to corporate policies and defined service level agreements
- Helps to maintain a knowledgebase by documenting known errors, workarounds, procedures, and application specific information
- Reports status, issues, and timelines to management staff for critical issues being worked
- Provides coverage for all modes of communication: telephone, chat, e-mail or other methods as necessary
- Participates in required training for both technical and interpersonal skills
Skills
- High School Diploma or Equivalent
- Solid working knowledge of the Windows Operating System, including but not limited to Windows 10 and 11
- Basic understanding of networking and server technologies
- Excellent communication skills, both written and oral
- Superior problem solving and troubleshooting skills
- Thorough documenting and organizational skills
- Previous IT Call Center Experience
- Experience with Office 365
- College Degree preferred, but experience will substitute
Benefits
- Medical, vision and dental insurance
- Flexible Spending and Health Savings Accounts
- PTO (paid time off)
- Short- and long-term disability
- 401K
- No on call, no holidays, no weekends
Company Overview