Service Desk Analyst I

The OSIS Service Desk Analyst tier I is responsible for first-call ticket resolution, high-quality customer service and properly documenting member issues to facilitate a smooth ticket escalation between the Service Desk and other departments to ensure timely ticket closure.

JOB RESPONSIBILITIES:

• Communicates with members, in written and verbal form, per OSIS communication standards to ensure consistent communication.
• Communicates the resolution of tickets to members with a high degree of ownership to ensure the service/project issue was resolved and closes tickets upon confirmation.
• Generates member tickets based on verbal and written incoming service requests; accurately documents and clarifies work needed so all details are listed in the ticket.
• Receives member-generated tickets and prioritization from OSIS Service Desk Service Board; resolves or escalates tickets based on member issues.
• Troubleshoots and resolves member issues and queries related to computer systems, NextGen software, and hardware.
• Maintains up-to-date and accurate ticket status and documentation.
• Follow up with members to ensure problems are resolved.
• Escalates member issues to the appropriate Service Desk Tier first or another OSIS department when appropriate, and communicates steps taken, future steps and member needs in ticket to ensure a smooth transition between tiers and departments.
• Identifies the need for onsite service for broken equipment, notifies Procurement of equipment needs and Onsite Field Services Technician via their ticket board of ticket escalation.
• Accurately tracks, documents, and allocates time through weekly timesheets.
• Maintain a positive working relationship between members and the service desk through exceptional customer service.
• Rotates Monthly on-call duties with Service Desk Analyst I and Service Desk Analyst II team members.
• Ensure leadership is promptly aware of member escalations and dissatisfactions.

POSITION TYPE/EXPECTED HOURS OF WORK:

This is a full-time remote position. Days and hours of work are Monday through Friday, 8-hour shifts between 7:00 a.m. to 8:00 p.m. EST. Occasional evening and weekend work will be required as job duties demand based on the on-call schedule rotation. Must be willing to work on-call after hours for one week/weekend once a month.

REQUIRED EDUCATION AND EXPERIENCE:

• Must have an Associate’s degree or 2 years of experience in Computer Science or IT experience.

PREFERRED EXPERIENCE:

• 2+ years’ experience troubleshooting hardware and software problems.
• 1+ year experience in helpdesk/call center.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

• Must be NextGen Certified (NCP) or receive certification within 6 months of hire.

TELECOMMUTING AND TECHNICAL REQUIREMENTS:

This position is considered a remote position with full telecommuting privileges. Must have the following:

• Cable or Fiber Internet Service
• Download speed of 20Mbps or higher
• Upload speed of 5Mbps or higher

At OSIS, we celebrate diversity and believe in creating an inclusive workplace where everyone feels empowered to bring their authentic selves to work. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to building a diverse workforce and fostering an inclusive culture where all employees feel welcomed, valued, and respected. Join us in our mission to build a diverse and dynamic team that serves Federally Qualified Health Centers nationwide.