InnovaCare Management Services Company, LLC

Job Summary

As an IT Service Desk Analyst, you’ll play a crucial role in assisting users with technical issues, ensuring smooth operations, and maintaining a positive user experience. Here are the key responsibilities and qualifications.

Responsibilities:

1. User Assistance and Issue Resolution:

Address user inquiries via phone and/or email, troubleshoot issues related to hardware and software.Advise users on troubleshooting methods, steps, and preventive actions.Document incidents using Service Desk systems or tools.Escalate complex problems to appropriate teams for resolution.Assist with software installations and device setups.

2. Service Level Standards:

Provide exceptional customer service.Meet service level standards for response time and quality.Prioritize incidents and service requests following established processes.

3. Technical Skills:

Install, troubleshoot, and repair computer systems, hardware, software, and peripherals.Utilize remote tools for efficient support resolution.Familiar with Azure, Active Directory, and Intune.Familiar with networking principles and protocols for troubleshooting of network issues.

4. Communication and Collaboration:

Consult with customers on IT products and services.Share customer feedback and suggestions with team members and management.Collaborate with colleagues to resolve customer issues.Actively participate in department meetings.

5. Qualifications:

Relevant degrees such as Bachelor’s or Associate Degree in Computer Science, Technical, Computer, Information Technology, or related fields.Must have minimum three years of tech support experience.Must have excellent verbal and written communication.Organizational and multitasking abilities.Must have logical thinking and ability to apply past knowledge to new problems.Strong computer literacy and adaptability to various operating systems.Must be Self-motivated and goal oriented.Ability to establish positive relationships with colleagues.

6. Work Environment:

Thrive in a fast-paced environment where proactive follow-up is essential

Minimum Required Education, Experience & Skills  

Bachelor’s Degree in Computer Science plus three years of tech support experience. 

A+ and Net+ Certification or equivalent required. 

Advanced computer literacy skills. 

Ability to adapt to a range of operating systems. 

Verbal communications, listening and phone skills. 

Organizational and multi-tasking skills. 

Think logically and improvise to apply past knowledge and situations to new problems or symptoms. 

Self-motivated with the ability to stay focused and meet goals, while proactively following up where store staff may not. 

Establish a good relationship with other agents; working together and sharing knowledge is by far one of our department's most valuable strengths. 

Work in fast-paced environment. 

 

Physical & Mental Requirements: (check all that apply)  

☐ Required immunizations and vaccinations. 

​​☐​ Ability to lift upwards of 50 pounds. 

​​☐​ Ability to push or pull heavy objects using up to 100 pounds of force.  

​​☐​ Ability to stand or sit for extended periods of time. 

​​☐​ Ability to use fine motor skills to operate equipment and/or machinery.  

​​☐​ Ability to receive and comprehend instructions verbally and/or in writing.  

​​☐​ Ability to use logical reasoning for simple and complex problem solving.  

 

 

 

The information listed above is not comprehensive of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.