Service Desk Analyst Jobs

Company Overview:

At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our clients' use of technology, enabling them to maximize profitability, growth, and success. Parasol Alliance is a technology solutions company exclusively serving the senior living field. We provide strategy and comprehensive in-house technology support, to help our clients make smart technology investments and effectively leverage technology to achieve their business objectives and enhance the lives of those who live and work in their communities.

We are a growing company that values and empowers our team members. If you want to work in a values driven, high performance culture and experience an exciting opportunity to be a part of a movement to transform our clients' technology culture, then this job is for you. We are seeking team members who are humble, hungry, and smart that take ownership and pride in their work to support the growth and success of our clients. We offer a remote-first work environment with unlimited time off and bonus opportunities. Join our award-winning culture and help us make a difference in the lives of those we serve.

We are proud to have won 18 Best & Brightest workplace awards and named Top 501 MSP in the world by Channel Futures MSP 501 5 years in a row, including the #4 ranking in 2022!

Position Mission Service Desk Analysts will provide exemplary service from start to finish of any customer interaction by following best practices and procedures. They will be leaders in the field of technology, masters of providing precise information and quick resolve to the customer's satisfaction.

Responsibilities

• Ability to follow company process and procedures.
• Tier 2 support when possible by ability.
• Vendor contact as required to resolve tickets.
• Ticket resolution as per the client service level agreement.
• Onsite support of hardware and software.
• Detailed documentation within service tickets on issue steps and resolution.
• Tier 1 support for all client tickets.
• Excellent customer service on the phone, via email and in person.

Requirements

• Comfortable with multiple enterprise systems such as Active Directory, Microsoft Office Suite, Windows Operating Systems, file shares, printers and copiers, phone systems, Exchange, basic network and systems administration and desktop hardware support.
• Excellent communication and customer service skills are required.
• Healthcare experience preferred; long-term healthcare support experience is a plus.
• At least 2 years of tier one support in an enterprise environment is required.
• Proof of COVID-19 vaccination may be required for employees who serve our senior living clients onsite.
• Some local travel required.

Benefits

• On the job training
• Hybrid working schedule
• Certification reimbursement
• Career development program
• Unlimited paid time off
• Medical, dental, vision, 401k
• Cell phone/internet reimbursement
• Mileage reimbursement

Our Culture:

We are technology experts in senior living and are passionate about our pursuit to transform our clients' technology culture to drive their success. Our company values drive how we do business with clients, work with our colleagues and serve our community.

Our Values:

• Empathy: We believe in demonstrating compassion and respect to our clients and each other. Through people-centric behavior we promote trust and understanding.
• Integrity: We believe in being a trusted resource. That means providing open and honest feedback and fostering an environment of transparency and accountability. Through this, we own our performance and the results we achieve.
• Expertise: Delivering exceptional solutions requires exceptional knowledge and leadership. Through our strategic approach and partnership model we position ourselves as leaders in the senior living and technology fields.
• Inspiration: We cultivate leadership in everything we do. Our vision is to enact transformational change in the senior living field through innovation and sustainability.
• Collaboration: Partnerships are built on communication and teamwork, which enhances us as individuals and as an organization. By working together, we achieve successful outcomes.
• Impact: We are passionate about providing value, growth and success to our clients, team, and community. Through our mission and vision, we connect people to technology.