Service Desk Analyst I | CCS, LLC | Remote (United States)
Posted 2025-09-08
Remote, USA
Full Time
Immediate Start
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Overview:</strong> The Service Desk Analyst is responsible for providing telephone-based technical support of complex hardware/software incidents and service requests across the enterprise. The incumbent will serve as an advocate for internal and external customers in ensuring service requests are fulfilled to their satisfaction. Responsibilities can include troubleshooting, installation, access provisioning, hardware break/fix, etc.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Duties and Responsibilities:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide telephone-based end user technical support for office and remote personnel to ensure prompt service restoration of various systems and applications;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Maintain compliance with ComplexCare Solutions policies, procedures and mission statement;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">ComplexCare Solutions reserves the right to periodically change job descriptions in support of business demand</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Requirements:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">0-2 years of experience in Technical Support / troubleshooting experience;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proficiency with Microsoft Office Suite: Word, Excel, Visio and PowerPoint;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with IT Service Management ticketing systems (Zendesk preferred);</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Understanding of Active Directory / Group Policy;</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Base Compensation Range</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">$22.45—$33.70 USD</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Duties and Responsibilities:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide telephone-based end user technical support for office and remote personnel to ensure prompt service restoration of various systems and applications;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Maintain compliance with ComplexCare Solutions policies, procedures and mission statement;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">ComplexCare Solutions reserves the right to periodically change job descriptions in support of business demand</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Requirements:</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">0-2 years of experience in Technical Support / troubleshooting experience;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proficiency with Microsoft Office Suite: Word, Excel, Visio and PowerPoint;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with IT Service Management ticketing systems (Zendesk preferred);</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Understanding of Active Directory / Group Policy;</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Base Compensation Range</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">$22.45—$33.70 USD</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p>