It Analyst (Remote) Jobs

Overview

• Under general supervision, provides tier 1 remote troubleshooting support for endpoint devices (tablets and peripherals) and related software/hardware used by Medicaid Personnel. Handles a range of troubleshooting activities to resolve identified questions, issues and problems with individuals and group hardware and software. Records and reports data about the resolution of specific issues, questions and problems and refers specialized matters to tier 2/3 work centers.

Candidate Profile:

• Great interpersonal skills
• Problem-solver
• 5-10 years of relevant IT experience
• Associates Degree in Computer Science, or related curriculum

Responsibilities:

• Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
• Diagnoses problems through conversations with the user community and resolves problems which fall within Client Services guidelines and escalates more complex problems to Tier 3 support personnel or vendors as necessary
• Level 1 technical troubleshooting
• Must have a good customer service background
• Use of Ticketing tool
• Account Management / Password reset
• Performs other responsibilities associated with this position as may be appropriate.
• Active listening and probing skills
• Ensure timely resolution of all incidents and service requests, meeting or exceeding service level agreements (SLAs)
• Follow up with customers as needed to ensure any problems are resolved

Qualifications:

• Must maintain a professional quiet working environment
• Ability to manage and prioritize incidents, requests, and tasks
• Ability to think outside the box
• 6 months experience in a call center environment and/or 6 months experience in an IT roll and/or IT schooling or degree in IT
• Ability to multitask while staying focused in a fast-paced competitive environment
• Must have residence with established reliable high speed internet
• Excellent written and verbal communication skills
• 6 months experience customer service
• Knowledge of mobile devices
• Strong problem analysis and problem-solving skills
• High school diploma (or equivalent)

Job Type:

• Full-Time (40 hours/Week)

Salary:

• $19.00/Hour

Location:

• Remote (WFH)

About WOS

Founded in 2005, Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit committed to developing the skills of untapped talent from historically underrepresented communities through partnerships with organizations dedicated to diversifying their workforce. This includes people of color, women, veterans, first-generation college graduates, and early-career aspirants.

Utilizing a scientifically-based model derived from research conducted at Columbia University, we recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 6000+ individuals through partnerships with more than 65 corporations in 60+ locations worldwide. For more information, visit wforce.org .