Senior Service Desk Analyst

• Only work authorizations that will not require sponsorship now or in the future will be considered.
• What You'll Do
• End-User Support & Technical Resolution
• : + Provide Level 1 technical support via phone, chat, email, and ticket — performing diagnostics, troubleshooting, and resolving issues with accuracy and a strong customer service orientation + Resolve account and access issues including password resets, account unlocks, and Active Directory administration tasks + Handle escalated and complex contacts that junior agents cannot resolve, driving them to closure or routing to the appropriate next level of support with thorough documentation + Demonstrate advanced working knowledge of customer-specific clinical and healthcare IT applications, including the Epic platform, to resolve issues at first contact whenever possible + Ensure every contact is properly recorded, categorized, documented, and closed in the ITSM platform in line with documented procedures and security protocols •Team Support, Coaching & Quality•: + Mentor and coach Service Desk Agents on both technical troubleshooting and customer service skills, modeling the standards CAI is known for + Conduct regular call and ticket quality reviews, score interactions against quality criteria, and deliver actionable, developmental feedback to agents + Serve as a real-time floor resource — answering questions, handling escalations, and providing in-the-moment guidance to keep the team moving + Support the onboarding and ramp of new agents, ensuring they are set up for success and producing quality work as quickly as possible + Ensure technical and process training is delivered in a timely manner and that agents have the knowledge they need to perform •

Service Delivery & Performance Insight:

• + Understand and help the team meet account-level SLA/SLO commitments and key performance indicators including First Level Resolution (FLR), Customer Satisfaction (CSAT), Average Handle Time (AHT), and abandon rates + Monitor phone and ticket queues throughout the day to ensure work is being handled without unnecessary delay and surface coverage gaps to the Delivery Leader + Monitor team schedule adherence and flag accuracy or coverage issues to the Delivery Leader + Perform trend analysis on incoming contacts, identify recurring incident patterns, and keep peers and leadership informed of trends, significant problems, and unexpected delays + Attend daily stand-ups and operational reviews to share Service Desk insights and escalate tickets that require additional process clarification + Participate in after hours, on-call as needed •Knowledge, Process & Continuous Improvement•: + Review, approve, and publish knowledge base articles for clarity, repeatability, and alignment with best practices — driving accuracy and adoption across the team + Recommend procedure modifications and process improvements that reduce handle time, improve resolution rates, and elevate the overall end-user experience + Assist in evaluating and rolling out new tools, automations, and processes — including AI-driven service desk capabilities and virtual agents + Preserve and grow personal knowledge of Service Desk procedures, supported products, and the scope and terms of the customer contract + Contribute to or lead small infrastructure-support projects as needed, partnering with other senior team members across platforms and topics •What You'll Need•

Required:

• Experience supporting end users in a healthcare environment
• + •Hands-on experience supporting the Epic platform in a clinical or healthcare IT environment•+ Active Directory administration experience including account management, password resets, and group membership + Proficient working knowledge of Microsoft desktop operating systems, plus desktop and laptop hardware support + Working understanding of LAN/WAN technologies and protocols + Experience with ticketing and ITSM platforms — ServiceNow experience strongly preferred + Familiarity with ITIL service management practices + Strong troubleshooting, technical writing, and documentation skills + Excellent customer service, written, and verbal communication skills — equally effective with end users, peers, and senior team members + Demonstrated ability to work independently in a remote, metrics-driven environment and to anticipate, plan, and prioritize varying workload levels + Willingness to work occasional extended hours, including evenings or weekends, to support service delivery needs + High School diploma or GED required

Preferred:

• Physical Demands
• + Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards + Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. + Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor \#LI-AE1
• Reasonable accommodation statement
• If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.