Advocare LLC is seeking a Service Desk Analyst to provide first-level IT support for our Care Centers and Home Office staff. You will assist both onsite and remote employees, resolving incidents and service requests while ensuring efficient issue resolution through documentation and knowledge base utilization. This role includes participation in an on-call rotation to support after-hours operations.

What You'll Do

Demonstrate strong customer service skills and empathy when assisting users with technical and EMR-related issues.
Document incidents, requests, troubleshooting steps, and resolutions in the ticketing system.
Communicate effectively with users of varying ages, backgrounds, and technical skill levels.
Troubleshoot and resolve technical issues while maintaining a strong focus on user satisfaction.
Analyze problems clearly and remain calm in challenging situations, escalating issues when appropriate.
Follow standard Service Desk procedures, workflows, and documentation as outlined by the IT Solutions Center.
Escalate unresolved issues to the appropriate subject matter experts, both internal and external, as required.
Work effectively both independently and collaboratively within a team environment.
Demonstrate strong organizational and time-management skills while handling multiple support requests.
Participate in the on-call support rotation as scheduled.
Maintain a proactive mindset focused on problem solving and continuous improvement of support processes.
Provide basic training and guidance to end users to help prevent technical issues reoccurring.
Prioritize incoming support requests based on impact and urgency.
Perform other duties as assigned.

What We're Looking For

High School diploma or GED.
Strong customer service skills with a focus on user support.
Clear verbal and written communication skills.
Professionalism, confidentiality, and discretion when handling sensitive information.
Strong interpersonal skills with the ability to work effectively with individuals at all levels of the organization.
Critical thinking and problem-solving ability.
Attention to detail with strong follow-through.
Strong organizational and time management skills.
Flexibility and adaptability in a fast-paced environment.
Commitment to quality work and continuous improvement.
Basic knowledge of computer hardware, operating systems, and common business applications.
Ability to troubleshoot basic desktop, application, and connectivity issues.
Familiarity with service desk or ticketing systems.
Understanding of basic networking concepts (Wi-Fi, VPN, printers, connectivity).
Ability to document issues, troubleshooting steps, and resolutions clearly.

Nice to Have

Previous experience in Information Technology, healthcare, or retail environments.
Computer experience or related field and/or equivalent experience.
CompTIA A+ or equivalent entry-level IT certification (e.g., Google IT Support Professional Certificate).
Knowledge of eClinical Works.
Understanding of healthcare centers or medical records.
Experience supporting Electronic Medical Record (EMR) systems.