Technical Service Desk Analyst

March 24

🌶️ New Mexico – Remote

Although this job is listed in New Mexico, this company may be open to hiring remote in other states.

⏱ Part Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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The Kemtah Group, Inc.

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The Kemtah Group, Inc. is a leading provider of IT infrastructure support services, headquartered in Albuquerque, New Mexico. The company specializes in delivering IT services to large and complex government and commercial entities, with a strong focus on engineering and scientific environments. With deep domain knowledge and expertise, The Kemtah Group enables its clients to effectively manage their IT needs in a technology-rich landscape.

ITIL assessment • consultation & implementation; IT services outsourcing

51 - 200 employees

🏛️ Government

📋 Description

• Assist multiple clients across different ticketing systems. • Quickly and efficiently identify the customer’s specific information. • Resolve technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures (Microsoft Office, Win7, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.). • Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved. • Using the client-based requirements within the ITIL framework, correctly assign Urgency and Impact to tickets. • Provide End-User Electronic Health Record (EHR) usability assistance to clinicians including, but not limited to doctors, nurses, and therapists. • Create an exceptional customer service experience by bringing your polished communications, patience, and empathy for the customer calling. • Capacity to work independently and effectively while maintaining good team interactions. • Partner with team members to ensure that the phones are covered during breaks, lunch, etc. • Flexibility in scheduling to meet the needs of the business.

🎯 Requirements

• High School diploma or G.E.D. equivalent/and or experience. • Previous experience in a Customer Service Environment • Working knowledge of PC operations • Excellent verbal and written communication skills. • Able to multi-task using multiple systems simultaneously • Ability to excel at problem solving – if you like logic puzzles, this is the job for you! • Will need to receive feedback and apply it in real-time • Ability to adapt to an ever-changing environment • Strongly Desired: CompTIA A+ Certification preferred • Knowledge of medical-based terms and phrases • Electronic Health Record – EHR experience – working within the EHR a plus