At Continental Benefits, our mission is to listen to our clients and members; transform healthcare; deliver remarkable service and sustainable cost savings; and never accepting the status quo. All while being fun and different!
Our employees are our greatest asset and it is their commitment to providing outstanding customer support that has driven Continental Benefits to be a leading provider within the healthcare space. Continental Benefits is focused on developing our employees and we understand that our future growth relies on the talented individuals we hire today.
Come see what Continental Benefits has to offer and find a career you can grow with!
Employees receive personal job satisfaction and purpose while working with Continental Benefits, as well as competitive compensation and employee benefits which consist of:
Medical and Prescription Coverage
Dental and Vision Coverage
Life Insurance
Short Term and Long Term Disability.
401(k) Retirement Plan with Company Match
Paid Time Off
Tuition Reimbursement
Position Summary
The Service Desk Support Analyst I is responsible for triaging, responding to, resolving, and escalating IT Service Desk Tickets in accordance with service level agreements. The Service Desk Support Analyst I will work closely with the IT Services provider(s) as appropriate to ensure that all tickets are resolved and communicated back to the Business and IT users per the SLA. In addition, the Service Desk Support Analyst I is responsible for coordinating and/or completing the configuration and implementation of end-user hardware and software, as well as troubleshooting and resolving issues relating to that hardware and software; including printers, mobile phones, PCs, and network connectivity, etc. The Service Desk Support Analyst I is the first level support contact for all user-related IT issues in the workplace and ensures that service tickets are entered for all issues, problems and requests that come into the ITS Department The Service Desk Support Analyst I has a positive attitude, is customer service oriented, patient and willing to train and work with all staff while maintaining a strict adherence to corporate policies, processes, and best practices.
Essential Duties and Responsibilities
• Triage, respond, resolve, and escalate ITS Service Desk Tickets
• Adhere to Service Level Agreements (SLAs)
• Maintain a close working relationship with ITS Services providers, working with them to resolve escalated tickets
• Perform Tier I troubleshooting and resolution for user issues relating to hardware, software, network and communications
• Install and configure user hardware, software and communication devices
• Administer and maintain end user accounts, password resets/unlocks and email setup and support
• Monitor production systems and ticket queue for any issues that may arise
• Document all configurations and resolutions relating to PC’s and issues
• Communicate with users regarding status of tickets and incident progress per SLA
• Maintain a high level of customer service and satisfaction
• As required, resolve issues after hours.
• Document processes as required
• Maintain IT security and confidentiality
• Enforce IT policies and standards related to software licensing and network connectivity
• Other duties as assigned
Knowledge, Skills, and Abilities
• Strong communication skills, both written and verbal
• Strong attention to detail in high-pressure situations
• Strong understanding of desktop, server and network technologies
• Ability to work independently in a team environment and communicate effectively
• Ability to work remotely with limited supervision
• Excellent customer service skills
• Excellent troubleshooting and problem solving skills
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast paced environment
• Willingness to work extended hours or weekends when necessary
• Ability to communicate, train, work with and build relationships with end users
Qualifications
• Associates degree or equivalent technical certificate required
• 2 years of experience in an IT support or technical environment, with PC set up and troubleshooting experience required
• Working knowledge of IP Phone systems
• Technical knowledge of desktop PC’s, Windows, PC imaging, software installation, patching, printers,  phones, and other IT related hardware
• A+, Network+ certifications preferred
EOE M/F/D/V
Experienced Employment Type: Full-Time