Technical Service Desk Analyst- PART TIME

Job#: 3034770

Job Description:
Technical Service Desk Analyst- PART TIME

Location: Remote from Wyoming

Employment Type: Contract

Role Overview

We are seeking a skilled Service Desk Analyst to provide Level 1 and Level 2 technical support for a wide range of hardware, software, and operating systems like Windows and macOS to augment our team. This position requires individuals with strong technical troubleshooting abilities and excellent customer service skills who can integrate into our healthcare-specific environment. The objective is to secure experienced professionals who can contribute to resolving end-user issues efficiently, enhancing the support experience for our staff.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for hardware, software, and operating systems like Windows and macOS.
• Troubleshoot issues including password resets, account unlocks, application support, and network connectivity (VPN, wired/wireless).
• Perform hardware diagnostics and support for printers and peripherals.
• Utilize remote support tools and techniques to assist end-users.
• Document and manage incidents using ticketing systems such as ServiceNow or Jira Service Management.
• Maintain a professional and empathetic demeanor in all customer interactions.
• Follow established guidelines, procedures, and communication protocols.

Required Qualifications

Education: A high school diploma/GED or equivalent working knowledge is required.

Experience: Proven experience in providing Level 1 and Level 2 technical support with hands-on phone IT experience is required. Experience with ticketing systems (e.g., ServiceNow, Jira Service Management) is also required.

Technical Skills: Knowledge in the use and operation of a wide range of desktop and mobile devices, and network connectivity is required. Knowledge of Microsoft Office O365 applications and familiarity with remote support tools are necessary. An understanding of ITIL best practices is also required.

Professional Attributes: Excellent verbal and written communication skills are needed to explain technical concepts to non-technical users. Strong active listening skills, time management, and the ability to work independently and as part of a team are required. Reliability and punctuality are essential.

Preferred Qualifications

• Understanding of the sensitive nature of healthcare data and adherence to HIPAA regulations.
• Experience supporting clinical applications and workflows in a healthcare IT environment.
• Familiarity with healthcare IT infrastructure and common industry technologies.
• Additional related education and/or experience.

Work Environment

This is a remote, part-time position. Shifts are Monday through Friday, consisting of 4-hour shifts each day with staggered starts. There is a potential for this role to become a full-time contract position after 3-6 months. Candidates must reside in Nevada, California, Arizona, New Mexico, or Wyoming.

Compensation & Benefits

The pay rate for this position is between $23.00 and $26.00 per hour. The availability of benefits may vary based on the specific assignment and employment status.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apex uses a virtual recruiter as part of the application process. Click for more details.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.