Service Desk Analyst

AssureCare LLC

. Serve as the first level of the support chain and a single point of contact for end healthcare customers .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSenior💰 $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first-level support for healthcare software, managing incident tickets, and maintaining operational processes with a strong focus on customer service and communication. Proficient in troubleshooting PC hardware and software issues while ensuring timely resolution and documentation.

Highest-signal resume keywords

Help Desk Support ExperienceCompTIA CertificationsITIL Foundations v3 or v4Knowledge of Windows 10 and MacOSServiceNow or Other Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident Ticket ManagementTroubleshootingSaaS SupportPC Hardware and Software KnowledgeMicrosoft Office/Office365/OutlookAndroid or iOS Mobile Device SupportKnowledgebase ManagementOperational Process ExecutionDocumentation CreationMulti-tasking

Soft Skills

Excellent Organizational SkillsInterpersonal SkillsStrong Customer Service OrientationAbility to Work in Fast Paced EnvironmentProfessional Conduct

Tools & Technologies

CCM SoftwareRingCentralOneNoteMedCompassTicketing Systems

Certifications & Qualifications

CompTIA CertificationsHelp Desk Institute (HDI) Certifications

Industry Keywords

Healthcare SupportNOCService DeskTechnical TrainingUser Creations/Terminations

Tech Stack

Tools & technologies

AndroidiOSMacOSServiceNow

About the role

Key responsibilities & impact

Serve as the first level of the support chain and a single point of contact for end healthcare customers
Record, troubleshoot, resolve, or dispatch incident tickets
Complete tasks and requests
Provide first-level assistance for CCM software and major incident support
Provide support via phone, email, and chat to AssureCare clients' employees
Support MedCompass (CCM)
Handle 40–50 issues per day
Maintain OneNote with additional information and troubleshooting steps
Manage created tickets in various ticket states and follow proper follow-up procedures
Provide support using RingCentral, including its meeting functions
Carry out operational processes and procedures with attention to detail, expediency, and on-time delivery
Assist in creating and maintaining support documentation, work instructions, processes, and procedures
Perform other duties as assigned

Requirements

What you’ll need

Preferred prior NOC, service desk, or helpdesk support experience
Preferred 2 year degree, or technical training (technical school or military)
CompTIA certifications
Help Desk Institute (HDI) certifications
Information Technology Infrastructure Library (ITIL) Foundations v3 or v4
Self-starter with excellent organizational, administrative and interpersonal skills
Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
Excellent oral, written, technical, and business communication skills
Ability to multi-task and work in fast paced environment
Knowledge of PC hardware and software applications
Knowledge of Windows 10 and MacOS
Knowledge of user creations/terminations, SaaS support, ServiceNow or other ticketing systems, Microsoft Office/Office365/Outlook, ISP, cable modem and internet support, Android or iOS mobile device support, and knowledgebases
Must maintain a professional image, attitude, and demeanor
Strong customer service orientation
Ability to work with others and promote harmonious working relationships
Ability to lift devices weighing over 50 lbs
Excellent punctuality and attendance
Professional, ethical, fair, and high-integrity conduct