Beecan Health Hiring for IT Analyst at Glendale, CA Full Time

Are you a person who believes in providing great care? Do you believe in having a positive impact on other people’s lives? Are you a team-player, quick-thinker, and ready to be a part of an organization that supports your growth?

WHAT WE’RE ABOUT

We believe care goes beyond a medical chart. With kindness and integrity as our guide, we strive for excellence in every interaction.

Requirements:

• You care.

You will be providing customer service and diagnosing/troubleshooting our Computer systems remotely. Tasks can include but are not limited to, diagnosing software, hardware faults, dispatching technicians, step-by-step customer assistance, and fielding incoming phone calls. In this fast-paced environment, expert communication and multi-tasking skills are a must. To be successful in this role, you must be a team player, a fast learner, and have a passion for customer service.

Duties and Responsibilities:

• Provide Tier 1 and 2 levels of support for end-users.
• Mixed Company and BYOD device environment.
• Working with End Users to resolve various issues.
• Educating coworkers about network security and best practices for computer usage.
• Appropriately escalate, track, route, and redirect unresolved issues to the next level of support. Maintain company standards and assist with IT inventory Management.
• Update customer data and produce activity reports.
• Walk customers and technicians through a problem-solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Provide on-call support for FLM and SLM or customers as assigned.
• Maintaining Company Business and Technology Standards.
• Provide support via phone, email, and ticketing system.
• Planning and delivery of customer support services, performing a combination of duties; phone support, desk-side technical support, and bench-top diagnosis and repair.
• Responsible for diagnosing and/or resolving problems in response to customer-reported incidents via IT support tickets; escalating problems to senior staff as appropriate; providing user management account support, and coordinating device files for software applications following established procedures.
• Provides account support, connectivity client support, client application support for various devices.
• Works in a developmental capacity in a multi-vendor IT environment supporting multi-user computer systems.
• Serves as a principal point of contact for resolving customer questions or problems concerning IT automation systems, software and/or hardware problems, password security violations, and network troubles.
• Provides accurate and timely technical and functional support to users who have requested assistance through the IT support ticketing system.
• Performs testing and validation of equipment and software for conformance to standards and/or existing installed customer baselines.
• Assists in supporting the operation of systems/pilot testing of new systems in accordance with documented procedures established within the company.
• Provides technical support to customers for computer software. Installs new software, versions, and updates.
• All other duties as assigned.

Qualifications

• Microsoft 365 Admin Console Experience.
• Strong analytical, diagnostic, and problem-solving skills.
• Good communication ability, both written and verbal.
• Ability to multitask and handle challenging tasks.
• Personable, professional demeanor.
• Basic Network Troubleshooting Skills.
• Self-motivated to gain basic proficiency with new technologies.
• Available to work flexible hours on weekdays and remote on-call rotation on weekends.
• Attention to Detail.
• Basic Project Management Skills.
• Bilingual speaking is a plus but not required.

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