POSITION SUMMARY: The Service Desk Analyst I is primarily responsible for supporting customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation. • Interact with customers to provide and process information in response to inquiries, concerns, and requests • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms • Deliver service and support to end-users, including via remote connection or over the Internet • Research required information using available resources • Follow standard processes and procedures • Accurately process and record call transactions using a computer and designated tracking software • Organize ideas and communicate oral messages appropriate to listeners and situations • Follow up and make scheduled call backs to customers where necessary • Stay current with system information, changes and update • Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system • Follows proper escalation procedures as defined by management • Ensure customers receive prompt, accurate and courteous service KNOWLEDGE, SKILLS, AND ABILITIES The requirements listed below are representative of the knowledge, skills and/or abilities required. Education: • High school diploma is required. Associate or bachelor’s degree is highly preferred. Certifications & Licenses: • Current valid State Drivers’ License Key Qualifications: • Proper phone etiquette and effective listening skills • Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar. • Knowledge of relevant software, computer applications and equipment • Knowledge of customer service principles and practices • Medical/clinical terminology is preferred, but not required • Must be able to sit for long periods of time • Position requires use of headset/microphone • Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system • Familiarity with mobile device support (iPhone, Android, Windows Mobile) • Must be a team player and build good working relationships across all functions • Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus • Need to be flexible, adaptable, and possess creative problem-solving skills • Perform other duties as assigned