• IT Service Desk Analyst

    Location US-DC-Washington, DC
    # Positions
    1
    Category
    Current Opening
  • Overview

    Altarum is pleased to announce an opening for an IT Service Desk Analyst to join our Corporate IT Team. This position can work out of our office location in Ann Arbor, MI or Washington, DC.  As a service desk staff member, you will perform Tier 1 service desk duties. You will support the desktop computing environment (PC, Mac, Desktop/Laptop), as well as printers, copiers, telephones, etc. This will involve in-person support, but also considerable remote support. 

     

    The Service Desk Analyst will assist in providing high quality customer service, ensuring the service desk is completely customer-focused, with good onboarding process, and quick/ effective addressing of service requests.

    Responsibilities

    • Install or assist service personnel in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices.
    • Participate in the day-to-day operation and maintenance of the computing resources of the Enterprise.
    • Assist in the implementation and maintenance of fully documented procedures for imaging computing devices supported by Corporate IT.
    • Isolate and troubleshoot problems at the workstation level, referring to Tier 2 and Tier 3 assistance if needed or required.
    • Work with other team members (considered Tier 2 and Tier 3) to resolve advanced or complicated issues with respect to computing devices.
    • Provide staff support for administrative tasks and projects relative to desktop support such as tracking inventory, software licensing, etc.
    • Assist in the managing of hardware inventory per location; provide quarterly reporting and refresh cycles status.
    • Improve customer support operations by actively monitoring and responding to requests.
    • Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.
    • Assists in maintaining a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels.

    Qualifications

    • Associate’s degree in systems administration or related field required, or commensurate experience considered.
    • 1-3 years of IT experience is required.
    • Must have demonstrated ability to organize and respond to users and ticketing system.
    • Requires being on call and the ability to respond to emergency issues during off hours. 
    • Service Desk Support experience in Windows environments; experience with performing desktop builds, fixes, repair, software installs & upgrades, and other troubleshooting tasks in a Windows 7/Windows 10 environment.
    • Strong customer service orientation.
    • Outstanding interpersonal and teamwork skills.
    • Effective oral and written communication skills.
    • A knack for problem solving.
    • Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
    • Ability to adhere to a schedule of customer appointments while adapting to dynamic customer requests.
    • Familiarity with ticketing systems such as Remedy, HEAT or similar tools.
    • Experience in implementing technology lifecycles and refresh processes.
    • Some experience in application support, in addition to infrastructure support.
    • Experience with migration/upgrading systems from legacy to newer workstations.
    • At this time we will only accept candidates who are presently eligible to work in the United States and will not require sponsorship

    You’ll Earn Bonus Points if You Have:

    • Experience with Service Desk software.
    • Expert knowledge of Microsoft Office, Microsoft Active directory, Dell hardware.
    • Some familiarity with scripting tools.
    • Some familiarity with building images would be beneficial.

     

    Altarum Institute (Altarum) is a nonprofit organization headquartered in Ann Arbor, Michigan. Altarum creates and implements solutions to advance health among vulnerable and publicly insured populations. Public sector clients include the U.S. Department of Defense, Department of Health and Human Services, Department of Agriculture, Department of Veterans Affairs, the Occupational Safety and Health Administration, and various state agencies nationwide. Altarum also serves clients in the philanthropic and private sectors. Areas of expertise include health data and analytics; value-based care; public health systems design, development and information exchange; behavioral health and substance use disorders; childhood and adolescent health; medical education; food and nutrition; consumer engagement; elder care; health disparities and equity; and military and veterans’ health. 

     

    In addition to the meaningful and challenging work, Altarum offers an outstanding benefits program that includes paid time off, tuition reimbursement, 401k (5% employer contribution), a flexible work environment, and much more. We invite you to explore exciting and rewarding career opportunities with us.  

     

    Altarum provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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