Senior Desktop Support Analyst

Our Company: Ready to make a difference for hospitals while working from home? Start your next chapter at Revecore For over 25 years, we've been at the forefront of specialized claims management, helping healthcare providers recover meaningful revenue to enhance quality patient care in their communities. We're powered by people, driven by technology, and dedicated to our clients and employees. If you're looking for a collaborative and diverse culture with a great work/life balance, look no further. As part of our team, you'll be rewarded with: Medical, dental, vision, and life insurance benefits from the start of your employment 12 paid holidays and flexible paid time off 401(k) contributions Employee Resource Groups that build community Career growth opportunities An excellent work/life balance Location: Hybrid - Franklin TN. As a Senior Desktop Support Analyst, you will: Manage and maintain all Revecore's end-user desktop hardware, mobile devices, software applications, operating systems and network connectivity, and provide Tier 1-2 support for all IT-related technical end user desktop issues. The ideal candidate will have a deep understanding of desktop operating systems, hardware, software applications, and a strong commitment to customer service excellence. The Role: Provide initial Tier 1-2 support for support desk requests and incidents through tickets, self-service portable or by phone. Following up with the end-user, daily updating, pending and outstanding tickets in a timely, and accurate manner, and ensure to document the incident occurrence with a closure summary within the ITSM tracking system Monitor and maintain internal assets to ensure inventory records are accurate and up to date. Escalate problem issues and outages to IT Teams experts to expedite resolution issue in a quick and timely manner. Create and maintain knowledge article documentation, implement the knowledge base article into Revecore's ITSM repository to enhance technical and professional learning and development. Troubleshooting: Install and configure: Windows Operation system, Imaging, applications software, updates, deploy and troubleshoot MS-based windows computers. Customize desktop hardware to meet user specifications and site standards. Configuring and troubleshooting Microsoft Office 365 suite and administer O365 Exchange Account and Groups. Create and modify file server access, manage IT files and folder permissions, and file share permissions. Printer installation and sharing, troubleshooting printer-related problems, working knowledge of troubleshooting network printers and local printing. Create accounts and configure hardware as part of the Revecore onboarding process and ensure to maintain and administer Revecore's Desktop/Laptop encryption process. Maintain and administer O365 accounts and applications: Licenses, End-users Accounts, Distribution Groups, MS SharePoint, Teams, MFA, Intune, BitLocker, OneDrive, and any authorized Revecore customize desktop application. Provide basic administration for server applications, i.e., Rightfax, OpenText, papercut, MS-Print server, DUO, ManageEngine, MFA, Fuze/8x8/Mitel, and VOIP phone system, would be a plus. Verify the warranty status of the asset, if warranty repair is required, you coordinate with equipment of Manufacturer (E.O.M) for repairs. Verify repairs have been made, and it gets return to stock for re-deployment and provide action in ticket documentation. Update assets inventory spreadsheet. You'll be successful if you have: At least 3 years of recent experience working as a Desktop Support Technician or equivalent. The ability to work in a fast-paced and changing environment, ensure user expectations and potential risk are professionally managed. The ability to demonstrate skills in providing a high-quality customer service to end-users. The ability to support Windows10/11 environment. Take ownership of monitoring and managing individual ticket queues, ensure to keep track of service and incident requests. Experience and working knowledge of ITIL/ITSM fundamentals and tools. Have a strong technical and working knowledge of Desktop and Laptop hardware, peripherals, and TCP/IP networking principles to perform initial problem solving, escalations and resolution for all requests. The ability to perform and adhere to HIPAA/SOC2 compliance process within specified warranty and security requirements. The ability to manage user accounts, authentication, and ensure appropriate access controls to resources within Revecore's network through Active Directory. The ability to have escalation acumen to identify high priority and/or high severity tickets to the appropriate IT group when necessary. The ability to manage Returns, repairs, and defective equipment, ensure to maintain and restock assigned parts to the asset inventory documentation and document all repairs. Begin the replacement. The ability to manage returns, and defective equipment. Revecore is an equal opportunity employer that does not discriminate based on race, color, religion, sex or gender, gender identity or expression, sexual orientation, national origin, age, disability status, veteran status, genetic information, or any other legally protected status. We believe that a diverse workforce fosters innovation and creativity, enriches our culture, and enables us to better serve the needs of our clients and communities. We welcome and encourage individuals of all backgrounds, perspectives, and abilities to apply.