Working Title: Service Desk Analyst-Hybrid
Schedule: M-F 8 hours/day between 0700-1800 PST with 1 hour lunch
Location: First 3-4 days are on site 8000 Marina Blvd for training/orientation. After that, this role is pretty much 100% remote.
We are biasing heavily for Bay Area applicants, but all this is negotiable for the right candidates.
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.
Please verify any certificates and/or licenses required for the position: Not required, but helpful: A+ certs in support. HDI Certifications (Support Analyst) ITIL Certs/familiarity
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.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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Please verify any certificates and/or licenses required for the position: Not required, but helpful: A+ certs in support. HDI Certifications (Support Analyst) ITIL Certs/familiarity
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.