Service Desk Analyst
Job Posting for Service Desk Analyst at Dentistry For Children
D4C Dental Brands is seeking a Service Desk Analyst in Austin, Texas
Austin, Texas Office: 505 East Huntland Drive, Austin, Texas.
JOB SUMMARY:
The Service Desk Analyst Levels 2-3 is responsible for troubleshooting and resolving complex issues. S/He is responsible for upgrading, maintaining, and expanding technology services in our rapidly growing company. The analyst also assists with IT projects. This support is crucial to the delivery of the company’s mission of helping children achieve a lifetime of great oral health.
EDUCATION/CREDENTIALS:
- Associate’s or Bachelor’s degree in information technology preferred
- High School Diploma preferred
- CompTIA A Certified (required)
JOB-RELATED EXPERIENCE:
- 0-3 years in information technology
- Healthcare operations experience preferred
JOB-RELATED SKILLS/COMPETENCIES:
- Strong analytical and creative problem-solving skills
- Ability to configure Freshservice workflows and reports [0-3 years experience preferred]
- Ability to make strategic decisions within assigned scope of authority; exceptional critical thinking skills
- Active Directory Knowledge
- Ability to plan ahead and to prioritize and coordinate activities, services, schedules, or programs
- Excellent interpersonal skills in working with colleagues, other departments, vendors, and customers
- Ability to work in a fluid, fast-paced environment and remain appropriately detail-oriented
- Strong experience with Windows laptops and PCs
- Basic networking (TCP/IP, DNS, DHCP, etc.)
- Experience with Microsoft Office 2016 and O365
- Experience with monitoring system
- Ability to work independently and make independent decisions through detailed analysis and review
- Superior customer service skills
- Excellent listening skills
WORKING CONDITIONS/PHYSICAL DEMANDS:
- Office environment – Hybrid – Three days in the office, two days remote (after three months of employment)
- Travel required 70% of the time
- Ability to lift 50 pounds
MAJOR DUTIES AND RESPONSIBILITIES:
- Act as a liaison with the vendor for key application issues, enhancement requests, and overall vendor management
- Assists key IT services projects and initiatives
- Develop an understanding of key office workflows and make recommendations to improve the processes with technology
- Support users (remote and on-site) with technical assistance, network connectivity equipment diagnosis, and troubleshooting of hardware and software using Beyond Trust remote support
- Maintain and troubleshoot PCs and peripherals, x-ray and imaging software/hardware
- Provide on-call coverage during non-business hours
- Focus on quickly understanding the needs of any given office and build strong relationships with practice managers and office staff
- Process Improvements
- Perform additional duties as assigned
- Responsible for email communication to the field alongside the supervisor
- Handle escalated incidents
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