Service Desk Analyst

Security Clearance required: Able to obtain Public Trust Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today! Job Description Cognosante is looking for a Full Time Service Desk Analysts to work on the Service Desk, which is the first line of support for our customers. The ideal candidate possesses outstanding customer service, technical aptitude, and a desire to “own” customer incidents and requests to resolution. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving 100% over the phone, chat, and remote support in a high-volume call center environment. Since the service desk supports multiple clients in a shared services environment, the candidate should be comfortable learning multiple technologies, supporting multiple clients and their applicate software applications, understanding and applying each customer’s specific procedures and processes. The candidate can expect to walk callers through web site navigation for financial aid web sites, conduct advanced application support, troubleshoot electronic medical record transport errors, support Office 365, printing, WIFI, monitoring of alerts, and system provisioning. The Service Desk analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. Key Responsibilities Provide 100% phone and remote technical support, or chat or through the Incident Management System Triage and work incoming Service Desk calls, chats, tickets Open a Samanage ticket for every call ensuring ownership of customer incidents and requests to resolution and ensure tickets are updated with accurate notes daily Support Microsoft, Apple, business and third-party applications Participate in on call after-hours and weekend support as needed Support Medical patient Record, Patient/Provider communications, Identity Access Mgt Software applications, Support Medical Application Provisioning Support client applications, VDI, AWS, Nice In contact, web portals, VPN Support Community Care providers and medical participant organizations Trouble shoot medical patient records transport errors across the national gateway Monitor and Support Alerts Support Navigation of financial aid web site Ensure tickets are responded to and resolved within Service Level Agreements for each customer Support Windows operating systems of various versions including Windows 8 and 10 Manage and support Office 365 Create documentation for the Service Desk Required Qualifications Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree) 2 years Help Desk or IT experience Solid technical and troubleshooting skills Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects. Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools. Candidate must have experience in being able to gather and convert data into a written narrative. Candidates that do not meet the required qualifications will not be considered. Additional Minimum Qualifications Excellent written and communication skills Exceptional customer service skills Experience creating support documentation Preferred Qualifications HDI or ITIL certification Experience with IT Service Management systems like ServiceNow or Samanage Experience with Microsoft Dynamics CRM 6 months working knowledge of Active Directory Cognosante will not provide sponsorship for employment-based immigration benefits for this position. Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws. Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com. Thank you. Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.