Service Desk Analyst
Why Join Us Find purpose in your career! ThriveWell Tech is an IT consulting arm of Asbury Communities, Inc. completely focused on doing all the good we can for those we serve. When you join our family, you'll enjoy the personal fulfillment that comes from making a difference in someone's life each and every day. Asbury is honored to have earned certification as a Great Place to Work for three years in a row based on associate feedback to questions related to trust, culture, and the meaning they derive from their jobs. We are proud of the incredible work being done by our associates and grateful for the support we are receiving from our many residents and family members as we work through this pandemic together. We continue to aggressively work to minimize the risks of the COVID-19 virus for residents and associates in our communities. This position is remote with required travel to Frederick, MD for initial training. Responsibilities Provide technology support via phone, email, and chat to all local and off-site clients. Manage and monitor problem ticket trends. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Perform incident management activities such as logging new tickets/requests and updating/escalating existing tickets until closure to meet established SLA's. Maintain and monitor all incidents records within the ticketing system; assist in their resolution when reviewing incident records. Provide feedback on issues for the team's knowledge database. Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions. Research solutions to support issues and new product requirements Keep customers informed of progress and status of calls/tickets. Interact with customers and co-workers to diagnose and resolve problems. Resolve incidents on first contact when possible Respond to and diagnose problems through discussions with users; includes problem recognition, research, isolation, and resolution steps. Properly escalate unresolved incidents/requests to the next level of support. Assist with creation of instructional documentation and maintenance for Service Desk knowledge base Provide remote troubleshooting and resolution via a Remote Management Tool Evaluate and resolve issues relating to IT equipment and applications Work with Engineering, Field Operations and Business Systems staff as directed to support operations with various troubleshooting and support steps that can be handled at the Service Desk Utilize network monitoring tools to identify system/network outages Requirements Associates degree from an accredited university or equivalent work experience in a related field A+ certification is preferred CompTIA, Microsoft or other relevant certifications are a plus Minimum 1 year IT Service Desk experience Basic knowledge of computer hardware, mobile devices, operating systems and network related technologies Basic knowledge of MS Office Suite of software products (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory and mobile devices (Apple/Android) Proficient with Microsoft Office Suite Experience working with ITSM tools Strong listening, verbal, and written communication skills Ability to adapt to changing priorities and critical situations Experience working in the Senior Living industry or Health care is a plus We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law .