The Senior Analyst will provide technical support to internal and external users by diagnosing, troubleshooting, and resolving issues across various platforms. They are responsible for maintaining accurate ticket documentation, adhering to SLAs, and managing access provisioning for the organization.
The Service Desk will support MRO’s internal employee base and external customers with technical assistance across systems, applications, hardware, access, and proprietary healthcare platforms. This team serves as the first point of contact for technical issues and service requests, ensuring a consistent, professional, and high-quality support experience.
Essential Functions:
Serve as a technical support resource for internal users and external customers
Receive, triage, document, and manage support requests via our JIRA Service Management support portals and via telephone intake utilizing Genesys.
Diagnose, troubleshoot, and resolve technical issues or escalate appropriately
Maintain accurate, timely, and professional ticket documentation and customer communication
Adhere to service level agreements (SLAs), quality standards, and support processes
Support onboarding and offboarding activities, including access provisioning and disablement
Contribute to continuous improvement through documentation, knowledge sharing, and process feedback
As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities - these may evolve right along with us!
Required Abilities and Skills:
Strong customer service mindset with excellent written and verbal English communication skills
Technical troubleshooting and analytical problem-solving skills
Ability to manage competing priorities in a fast-paced environment
Comfort working within ticketing systems and documented processes
Willingness and ability to learn evolving technologies, applications, systems, and workflows utilizing all sources of knowledge (peers, documentation, media, AI) to grow proficiency
Ability to build strong interpersonal relationships with colleagues working remotely throughout the US and India
Proficiency in utilizing Microsoft Office365 applications
Proficiency in troubleshooting Office365, Windows10/11, and MacOS
Preferred Abilities, Education and Skills:
Relevant Microsoft certifications (MCP, MTSA, MCSE) or CompTIA certifications (A+)
Bachelor’s degree in information technology or a related domain
Experience supporting remote workforces
Experience with a remote access tool like Teamviewer or Splashtop
Experience with Active Directory, Entra, and Office365 administration
Experience with Microsoft Intune, JAMF, or other device management apps
Experience with JIRA Service Management or comparable ITSM tool
Experience with leveraging AI tools to improve technical or non-technical skillsets
Experience with general networking concepts (routing, DNS, IP topology, VPN)
Advanced system or platform administration (Senior Analyst and above)
Leadership, mentoring, or coaching experience (Advisor level)
Data analysis, reporting, and operational metrics experience (Supervisor level)
Work environment/Physical Demands:
Continuous sitting and fine manipulation
Required to work as per U.S. business hours to support global operations
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
