Service Desk Analyst : IT Technology

• Responds to end-user requests for technical assistance via phone, email, or ticketing system; troubleshoots and resolves basic computer, application, system, device, access, and performance issues.
• Documents, tracks, and resolves reported problems using established processes and procedures to meet service levels and standards.
• Researches, troubleshoots, and delivers solutions utilizing product information and solution databases.
• Advises users on preventive methods and provides supporting documentation.
• Escalates issues to appropriate teams to ensure timely resolution.
• Installs or upgrades software and devices, sets up user profiles, and resets passwords as needed.
• Meets all response-time and quality service level standards.
• Performs other duties as assigned.

Education and Experience

• High School required, Associates preferred.
• Experience in a healthcare environment preferred
• A minimum of 1 year of experience required or demonstrated equivalent skill level.
• Experience in technical customer support (including large enterprise technical call center and/or computer network center ops)
• Knowledge and ability to identify trends in issues
• Add desktop troubleshooting; basic understanding of HW, SW, Mobile phones, A+ cert

Certifications Preferred:

CompTIA A+, Support Center Analyst - SCA

• Job Identification 129210
• Job Category Information Technology
• Job Shift Evening
• Locations 2975 Red Hill Ave, Costa Mesa, CA, 92626, US

Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.