Service Desk Analyst 1

Job Description

Job Description

About Us

Advocare, LLC is a partnership of the top doctors in New Jersey, Pennsylvania and Delaware, including pediatricians, family practice and specialists. As part of the team, you’ll work side-by-side with forward-thinking professionals who strive to provide the highest quality medical care by meeting and exceeding standards for clinical outcomes while delivering exceptional patient service in an evolving healthcare environment.

Summary/Objective

· Provide phone support for our on-site Care Centers and main office, this includes on site as well as remote employees.

· Work Incidents and Service Requests to resolution with good notes. 

· Review and utilize Knowledge Base articles 

· Remote support can and does including fielding calls on some weekend days & holidays while not onsite

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· A passion to work in IT and help our users with their computer challenges

· Demonstrates good customer service skills and empathy

· Good communication skills with users of all ages and skill levels

· Strong desire to solve problems and make things better

· Thinks clearly in difficult situations and know when to escalate and ask for help

· Capability to work in an individual and team environment

· Follow standard ServiceDesk procedures, including following workflow and process documents outlined in the IT knowledgebase

· Strong time management and organizational skills

· Escalate unresolved issues to appropriate subject matter expert both inside and outside of Advocare, as appropriate or as directed

· Participate in On-Call rotation

· Work in medical or retail environments a plus

· Other duties as assigned. 

Required Competencies (Knowledge, Skills and Abilities) 

The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

· Good customer service skills.

· Effective verbal and written communication skills.

· Demonstrates professionalism, confidentiality, and diplomacy and can serve a wide range of employees with equity and tact. Critical Evaluation.

· Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization. 

· Commitment to excellence and high standards

· Detail oriented with strong follow-up initiative

· Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.

Environmental/ Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

· This job operates in a professional office environment. 

· This role routinely uses standard office equipment.

Supervisory Responsibility

This position has no supervisory responsibilities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, with weekend and holiday on-call rotation.

Shifts available: 

7:00 a.m. to 4:00 p.m. (1 hour lunch) and 10:00 a.m. to 7:00 p.m. (1 hour lunch)

Travel

No travel is expected for this position.

Required Education and Experience

• High School diploma, GED 
• Computer experience or related field and/or equivalent experience a plus.
• CompTIA A+ or equivalent Certification (preferred) 
• Understanding of healthcare centers or medical records a plus