Service Desk Analyst I - Chesapeake Regional Healthcare, Onsite (Req#1119)

As a Service Desk Analyst, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 technical assistance directly to the ePlus customer base. You will provide accurate and efficient problem diagnosis, description and tracking through resolution. Your Impact The essential functions of this position include: Consistently provide excellent customer service to our customers  Work in a team-centric environment and participate positively with the team Respond to customer inquiries in person, electronically and via phone as needed Effectively communicate with the customer throughout the lifecycle of each service event Troubleshoot, problem solve, coordinate, and resolve customer issues and technical problems Assist with emergency, high priority Service Recovery and escalation resolutions Document, track, and monitor problems to ensure timely resolutions Update and maintain relevant issue/ticketing tracking systems appropriately Provide support for team members, as needed Be a strong individual contributor Willingness to work the assigned shift: 1st Shift (7:00 AM – 3:30 PM) Qualifications High School diploma or GED required One or more of the following: CompTIA A+, CompTIA Network+, CompTIA Security +, Help Desk Institute, Degree in Information Technology is preferred 1-3 years of customer-facing Service Desk, Help Desk or Support Center experience Working knowledge of fundamental operations of relevant software, hardware, and other equipment Knowledge of remote desktop triage and service Knowledge of troubleshooting in a Citrix environment Knowledge of relevant call tracking applications; TechExcel experience a plus Provide "At the elbow" software and hardware break-fix support for users on and off the main hospital campus" Knowledge of troubleshooting in a Citrix environment is a plus Knowledge of physical hardware troubleshooting and basic repairs is preferred