Service Desk Analyst
APN Software Services Inc
What are the shift times/shift hours for this position?
This will be variable. To start, they will be 8-hour shifts Monday through Friday between 7:00 AM and 6:00 PM. There may be shift changes down the line to swing and/or weekend shifts for some positions. There will be plenty of advance notice before any changes, and we aim for volunteers wherever possible.
What are the workdays for this position?
See above.
Will this position be onsite, hybrid, or remote?
Hybrid.
If onsite, location:
8000 Marina Blvd, Brisbane, CA .
If hybrid, please confirm how much time will be spent onsite:
The first few days will be onsite for training. Ongoing onsite expectations are variable, with an expectation of at least one day per month in the office.
Duration:
The initial assignment will end 11/27/2026, but will be extended.
What specific experience, background, and/or qualifications are you looking for in candidates for this position?
1+ years IT Support roles. Contact Center experience, Customer Support expertise. Health setting support a plus. Microsoft Windows, Microsoft Office, Mac OSX support a plus, Familiarity with network troubleshooting, general software troubleshooting, written and oral communication expertise.
This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.
Please verify any certificates and/or licenses required for the position, if applicable:
None required.
This will be variable. To start, they will be 8-hour shifts Monday through Friday between 7:00 AM and 6:00 PM. There may be shift changes down the line to swing and/or weekend shifts for some positions. There will be plenty of advance notice before any changes, and we aim for volunteers wherever possible.
What are the workdays for this position?
See above.
Will this position be onsite, hybrid, or remote?
Hybrid.
If onsite, location:
8000 Marina Blvd, Brisbane, CA .
If hybrid, please confirm how much time will be spent onsite:
The first few days will be onsite for training. Ongoing onsite expectations are variable, with an expectation of at least one day per month in the office.
Duration:
The initial assignment will end 11/27/2026, but will be extended.
What specific experience, background, and/or qualifications are you looking for in candidates for this position?
1+ years IT Support roles. Contact Center experience, Customer Support expertise. Health setting support a plus. Microsoft Windows, Microsoft Office, Mac OSX support a plus, Familiarity with network troubleshooting, general software troubleshooting, written and oral communication expertise.
This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. Works to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.
Please verify any certificates and/or licenses required for the position, if applicable:
None required.
Vacancy posted 2 days ago
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