CareTech Solutions Bilingual Service Desk Analyst I in Troy, Michigan

uBilingual Service Desk Analyst I (English and Spanish Fluency)/uemThe Service Desk Analyst I will be supporting both English and Spanish speaking end users and is required to be bilingual. The Service Desk Analyst I provides quality first level support to IT users, employing a high degree of customer service, technical expertise and timeliness. Consult knowledge base to optimize problem resolution, tracks calls and enters solution data and follow through on resolution with end users. /emResponsibilities: ulliReceive incoming calls from Client Community and provide first level support; document each call verifying customer information and including all troubleshooting steps/liliResearch, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group/liliAssist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction/liliRoutinely contribute to the Knowledge Base/liliProvide accurate and creative solutions to user problems of moderate nature to ensure user productivity/liliAcquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers/liliParticipate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed/li/ulKnowledge, Skills and Abilities (KSAs): ulliBasic typing skills/liliKnowledge of Citrix and VPN/liliStrong listening, verbal, and written communication skills/liliA strong sense of urgency and the ability to multi-task effectively with attention to details/liliWell-developed organizational, communications and time management skills/liliA strong business maturity and professionalism is essential/liliAbility to troubleshoot, analyze and resolve customer concerns/liliHigh technical aptitude and strong PC literacy skills including function and capabilities/liliAbility to work independently as well as part of a team and function well under pressure/li/ulEducation and Experience:ulliHigh School diploma (Associates Degree in CS/IT Preferred) or equivalent required and 0 to 1 years in a service desk environment/liliHDI Support Center Analyst Certification will be required of you to complete within a year of your transition/hire date/liliExperience resolving escalated customer and vendor issues with previous experience in healthcare information technology/liliKnowledge of ITSM / ITIL helpful/liliMCSE Certification or A+ Certification is Preferred/li/ul