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Tier 1.5 Service Desk Analyst job

CognosanteAlexandria, TN
Cognosante jobs

Company

Salary

Skills

Benefits

Job Description

Cognosante is on a mission to transform our countrys healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in peoples lives today!

Job Description

Cognosante is looking for a Full Time Tier 1.5 Service Desk Analyst to work on the Service Desk, which is the first line of support for our customers. Based out of our Nashville TN office, the ideal candidate possesses outstanding customer service, technical aptitude, and a desire to own customer incidents and requests to resolution. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving over the phone, chat, and remote support. The candidate should have experience supporting Office 365, Active Directory, cloud services, remote access. The Service Desk analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Service Desk analyst is responsible for the following: To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system.

Key Responsibilities

  • Provide remote technical support via phone, chat or through the Incident Management System

  • Triage and work incoming Service Desk calls, chats, tickets

  • Own customer incidents and requests to resolution

  • Support Microsoft, Apple, business and third-party applications

  • Support Microsoft, business and third-party applications

  • Participate in on call after-hours and weekend support as needed

  • Assist with triaging incoming Service Desk calls, chats, tickets as needed

  • Review open tickets daily and promptly following up on tickets

  • Ensure that initial response, ongoing communication and resolution times are within SLAs

  • Support Windows operating systems of various versions including Windows 8 and 10

  • Manage and support Office 365

  • Experience with IT Service Management ticketing systems

  • Create documentation for the Support Service Help Center, both internal and external facing

  • Maintain accurate and up to date notes in all tickets

  • Review open tickets daily, promptly following up

  • Ensure that initial response, ongoing communication and resolution times are within SLAs

  • Install, maintain and support IT gear

  • Coordinate and support all desktop add/moves in the contact center

  • Support of Contact Center Technology

  • Understand and master the ITSM Knowledge Management Lifecycle; ensure adoption as required

  • Oversee the creation of knowledge management solutions created by Cognosante Support Services and Customer program staff that are required to meet the ever-changing ECSD requirements

  • Review existing articles for relevancy and accuracy; edit as required.

  • Knowledge Manager will publish knowledge articles to ITSM knowledgedbased

  • Monitor compliance of customer specific solutions and report back to Training Coordinator defects in training

  • Assist and support the building of client relationships by work directly with the On-Boarding Coordinator to ensure most up to date solutions are available to ECSD

  • Periodically review support tickets and escalations to identify trends and candidate issues for new solutions.

  • Periodically review existing solutions to ensure aging solutions remain accurate or are retired appropriately.

  • Coordinate with subject matter experts to ensure solutions are properly written and published

  • Provide feedback on employee proper use and adherence to solution description

  • Maintain solution archives and change logs

Required Qualifications

  • Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience

  • 4 years Help Desk or IT experience

  • Solid technical and troubleshooting skills

  • 6 months working knowledge of Active Directory

  • General knowledge/understanding of computer hardware, servers, basic networking

  • Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects

  • Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools

  • Candidate must have experience in being able to gather and convert data into a written narrative

Additional Minimum Qualifications

  • Excellent written and communication skills

  • Exceptional customer service skills

  • Experience creating support documentation

  • Outstanding customer service skills

Preferred Qualifications

  • HDI or ITIL certification

Were on a mission to transform our countrys healthcare system.

Each of our 1,700+ colleagues across the United States plays a role in transforming the lives of millions of Americans. This mission drives us - and it adds meaning to what we do, each and every day. Our passion for serving public health programs, and for engaging consumers more directly with the healthcare system, runs deep.

Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS.

We create value being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.

Cognosante was founded to address a critical gap in the health IT market - the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. Experience grounds us; innovation drives us. For almost 30 years, weve worked to find progressive solutions to complex problems.

We help state Medicaid agencies navigate healthcare reform. We provide community-based assistance to Americans as they enroll in healthcare coverage. And we dream of, design, and develop IT solutions meant to disrupt the status quo and connect the dots between patients, plans, providers, and payers. We are the best minds on health - and were looking to grow our team.

Are you ready to make a difference in the lives of millions? Join us.

Highlighted Benefits for Full-time Employees

Medical Dental Vision 401k Flexible Spending Accounts Paid Time Off Work/Life Solutions Pet Insurance

Cognosante is an equal opportunity employer at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If youd like to view a copy of the companys affirmative action plan or policy statement, please email jobs@cognosante.com . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to jobs@cognosante.com and let us know the nature of your request and your contact information.

T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.

Estimated annual salary
$41,740
average
Minimum
$35,116
Maximum
$58,617

TASKS

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.

KNOWLEDGE

  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Engineering and TechnologyKnowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Vacation & Paid Time Off401K Plan
Flexible Spending Account (FSA)Health Insurance
Dental InsuranceVision Insurance

Cognosante

Type

Company - Private

Size

Large

Revenue

$100M to $500M

Location

Multiple locations

Industry

Computer/Internet

Founded

2008

CEO

Michele Kang

Job Filters

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Customer Service AgentCognosanteBarbourville, KY
**Security Clearance required:** Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application...Read more
Call Center Quality ManagerCognosanteFalls Church, VA
Security Clearance required:No clearance requiredCognosante is on a mission to transform our country’s healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best...Read more
Data Entry Operator ICognosanteFalls Church, VA
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Security Clearance required:No clearance requiredCognosante is on a mission to transform our country’s healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best...Read more

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Cloud Engineering ManagerCognosanteMc Lean, VA
Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisitionRead more
Cloud Engineering ManagerCognosanteMcLean, VA
Cognosante is on a mission to transform our country’s healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisitionRead more
Technical Quality Analyst Bilingual English/Spanish JLodge, a Cognosante Company, is hiring **Bilingual Technical Quality Analysts** to support our customers’ goal of improving and maintaining theRead more
Project ManagerCognosanteMcLean, VA
Cognosante is on a mission to transform our country’s healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisitionRead more
Case Management Analyst IVCognosanteAlexandria, TN
Cognosante is on a mission to transform our countrys healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition supportRead more
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