Service Desk Analyst

ELAP Services

Pennsylvania, US
  • Job Type: Full-Time
  • Function: Business Intelligence
  • Post Date: 12/24/2020
  • Website: elapservices.com
  • Company Address:

About ELAP Services

ELAP Services is a hospital & health care company specializing in healthcare cost containment services.

Job Description

ELAP provides a comprehensive, reference based pricing solution that helps self-funded employers across the US significantly reduce their healthcare costs. 

With double digit incremental growth,  we are guided by an entrepreneurial culture that rewards innovation and teamwork. We foster the free flow of ideas and value initiative, trust, creativity and passion - qualities we consider essential to our success. There are many reasons why it's good to be an ELAP employee; and one of them is our generous, 100% paid (for employees / 60% for dependents) comprehensive benefits program that helps you and your family stay healthy, feel safe and maintain balance work / life. Another is our exceptional 401K match, in which you are vested 100% immediately. To learn more, apply today!

ELAP's Values

  • We level the playing field
  • We Passionately Challenge the Status Quo
  • We Innovate
  • We Advocate
  • We Empower Clients and Families
  • We are Accountable

SUMMARY

In the role of Service Desk Analyst, you will provide friendly, high-quality customer support while receiving, triaging, remediating and/or escalating support requests from internal and external clients, and coordinate with various IT departments to follow support requests from inception to completion.  You will configure, maintain, and support corporate desktop infrastructure including laptops, peripherals, and VoIP telephones remotely and on-site.

DUTIES AND RESPONSIBILITIES 

  • Provide employee facing IT service desk support through telephony, instant messaging, and face-to-face/deskside interactions.
  • Create a positive customer support experience and build a strong relationship through deep problem understanding, timely resolution or escalation, prompt communication, and handling of clients with a consummately professional attitude.  Provide a single point-of-contact for the client.
  • Evaluate, prioritize, troubleshoot, analyze, research and resolve hardware, software, mobile device, and application issues reported by clients. Answer client questions.  Escalate issues to internal or vendor support teams when required.
  • Document all requests and incidents thoroughly and in a timely manner using the IT ticketing system.
  • Configure and install new IT hardware including laptops, docking stations, monitors, peripherals, and telephones.
  • Assist clients with configuration of BYOD mobile devices in accordance with corporate policies.
  • Enhance service desk knowledge base by documenting issues, troubleshooting activities, and resolutions.
  • Remain knowledgeable regarding IT service offerings.
  • Follow procedures to enforce information security through use of account management, physical access control, and permissions management.
  • Follow procedures to perform IT related employee on boarding and exit processes.
  • Perform end-user training related to supported applications and systems.
  • Monitor applications, backups, system performance, and other operational metrics for abnormalities.  Identify, resolve, or escalate small issues before they become big issues.
  • Ensure operation of office IT infrastructure.
  • Support disaster recovery and compliance by maintaining hardware and software inventories.
  • Contribute to continual process improvement activities by identifying training opportunities, new processes, and modifications for the tools used.
  • Other duties as assigned.

REQUIRED EXPERIENCE AND EDUCATION

  • Bachelor's degree in information systems or related field from an accredited college or university preferred.
  • Minimum of two years' experience in an IT support role
  • Microsoft and/or security certifications a plus.

SKILLS AND ABILITIES

  1. Exceptional customer service orientation.
  2. Strong experience with Microsoft Office Word, Excel, PowerPoint, Outlook, and SharePoint.
  3. Expert knowledge of Microsoft Windows operating systems.
  4. Experience with one or more of:
  • Office 365
  • Active Directory
  • Hard drive encryption
  • Ticketing systems
  • Salesforce
  • Sharepoint

Related Jobs

Audit and Claims Support Intern

ELAP Services - Pennsylvania, US

Client and Member Success Associate

ELAP Services - Noblesville, IN, US

ETL Developer

ELAP Services - Pennsylvania, US

Client and Member Success Associate

ELAP Services - Los Angeles, CA, US

Client Relationship Manager - Midwest

ELAP Services - Cincinnati, OH, US
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.