End User Support Analyst

Here at Savista, we enable our clients to navigate the biggest challenges in healthcare: quality clinical care with positive patient experiences and optimal financial results. We partner with healthcare organizations to problem solve and deliver revenue cycle improvement services that enable their success, support their patients, and nurture their communities, all while living our values of Commitment, Authenticity, Respect and Excellence (CARE).

Job Purpose

This is a “hands-on” client-facing role, which will have daily interaction with Savista staff across all businesses. The End User Support colleague will be expected to build strong relationships with the business staff and management while collaborating with other IT staff and groups to provide training and support to all end users. The majority of the job will be desktop support and troubleshooting which includes, but not limited to, Microsoft Operating Systems, MS Office applications, along with many other external and internally built applications. Having experience working credit card environments and building and deploying desktops on a large scale is beneficial.

Essential Duties & Responsibilities

· Provide best-in-class customer service to meet the desktop technology needs of end-users. Work to proactively understand end-user computing and desktop technology needs.

· Foster a culture of continuous improvement and a customer first attitude.

· Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions.

· Provide quick response and utilize problem solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone, email, desk-side support and remote technologies.

· Execute and/or support the In-Tune, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals (new and upgrades) on both a one-off and project basis.

· Manage thorough and timely set-up of computing equipment for new and existing end-users.

· Coordinate with the service desk and team members to ensure prompt resolution and appropriate hand-off, troubleshooting, and diagnosis of issues.

· Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction via our Freshworks Service Desk.

· Identify opportunities for process improvement regarding Technology user support processes and policies.

· Provide an outlet for colleagues who have received poor service and provide feedback for improvements

· Be the ‘Voice of the Customer’ to bridge the gap between IT and the end user experience

· Analyzing help desk performance through various statistical and reporting methods and implementing changes necessary to improve.

· Escalating/assigning or re assigning tickets/work when necessary appropriately.

Minimum Qualifications & Competencies

· Minimum 4 years’ experience in IT Support or other end-user technology related fields

· Solid understanding of ITIL or other ITSM discipline

· Working knowledge of Azure VDI

· Proven knowledge and experience in End User Technology

· Demonstrated ability to work in a team environment that requires quick turnaround and quality output

· Minimum 2 years working in a secure credit transaction environment.

· Ability to work in geographically dispersed organization, and with remote virtual environment.

· Ability to work with a broad team in a collaborative manner

· Ability to manage multiple projects at same time, and comfortable in fast paced environment

· Strong conceptual and problem-solving skills to evaluate problems and apply knowledge to identify appropriate solutions; ability to resolve issues effectively and efficiently.

· Self-starter with ability to work independently

· Microsoft Office, Excellent Excel (Pivots and VLOOKUPs) and Word skills

Preferred Skills but Not Required

· Freshworks ITSM

· Workday

· A+ Certification strongly preferred

· Certification in ITIL or other ITSM discipline

· AI agent knowledge

Travel:

· Minimum travel will be required

Physical Demands

The physical demands and work environment characteristics described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Physical Demands: the employee is occasionally required to move around the work area; sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. The employee must occasionally lift and/or move up to 15 pounds.

· Mental Demands: the employee must be able to follow directions, to get along with others, and handle stress.

�� Work environment: the noise level in the work environment is usually minimal.

· Must be able to work in the Alpharetta Office on site.

SAVISTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.

California Job Candidate Notice