Analyst, IT Desktop Support I

The IT Desktop Support Analyst provides 1st tier support and troubleshooting. This individual will be responsible for meeting SLA requirements by ensuring that all calls are answered within 30 seconds. This includes monitoring our ticketing system, documenting in detail all issues reported and escalating to other teams., * Ability to handle high call volume.

• Identify, research and resolve technical problems that can be resolved within 5 minutes or less.
• Log and update incidents in the ticketing system and assign to appropriate support team.
• Follow-up with customers and coordinate technician repairs.
• Maintain accurate data records in department ticket system (ServiceNow).
• Contribute articles and documentation to department Knowledge Base.
• Troubleshoot systems software and address basic incident requests.
• Resolve less-complex problems immediately, while more complex issues are appropriately identified to a higher level of support.
• Document and record problem management information gathering and resolution steps in a consistent and organized manner, using the company's Helpdesk ticket system, following department Standard Operating Procedures.
• Perform IT operational and maintenance tasks, as assigned.
• Participate in auditing and documenting hardware and software inventory.

• 1-3 years working in a technical support environment.
• Associates degree or technical school with industry experience; A+ Certification a plus.
• Proficient with Microsoft Suite products a must, such as Windows Operating Systems, Office, Microsoft Active Directory, Exchange, Office 365.
• Exposure to MAC OSX is a plus.
• Proficient with installation of computer hardware and software.
• Basic understanding of networking skills and concepts.
• Systemic and consistent troubleshooting skills.
• Team player with great customer service attributes.
• Handles administrative work and operational tasks in an organized manner.
• Excellent communication skills, both written and verbal.
• Adapts to changing needs of the business, is intuitive and has initiative with good time management skills.
• Able to make sound judgments, be confident and decisive.

Pay Range $25 to $28

The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position.

We're a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians. When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care. Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com., Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.