IT Support Analyst

NOW HIRING

IT SUPPORT ANALYST - Remote

ABOUT US

Blue Cloud is the largest pediatric Ambulatory Surgery Center (ASC) company in the country, specializing in dental restorative and exodontia surgery for pediatric and special needs patients delivered under general anesthesia. We are a mission-driven company with an emphasis on providing safe, quality, and accessible care, at reduced costs to families and payors.

Our ASC based model provides an excellent working environment where you will partner with a close-knit clinical team of Dentists, Anesthesiologists, Registered Nurses, Registered Dental Assistants and more. We’d love to discuss these opportunities in greater detail, and how Blue Cloud can become your new home!

OUR VISION & VALUES

At Blue Cloud, it’s our vision to be the leader in safety and quality for pediatric dental patients treated in a surgery center environment. Our core values drive the decisions of our talented team every day and serve as a guiding direction toward that vision.

• We cheerfully work hard
• We are individually empathetic
• We keep our commitments

ABOUT YOU

You have an exceptional work ethic, positive attitude, and strong commitment to providing excellent care to our patients. You enjoy working in a fast-paced, dynamic environment, and you desire to contribute to a strong culture where the entire team works together for the good of each patient.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Logs incidents and requests accurately.
2. Provides first line investigation and diagnosis of incidents and requests.
3. Troubleshoots moderate to complex issues and requests as they relate to client technologies.
4. Troubleshoots the cause of problems, not just the symptoms, acting to prevent problems from recurring.
5. Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures as agreed upon regarding ticket ownership.
6. Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction.
7. Adheres to corporate policies and defined service level agreements.
8. Helps to maintain a knowledgebase by documenting known errors, workarounds, procedures, and application specific information.
9. Reports status, issues, and timelines to management staff for critical issues being worked.
10. Provides coverage for all modes of communication: telephone, chat, e-mail or other methods as necessary.
11. Participates in required training for both technical and interpersonal skills.

Competency

• Excellent attitude, great phone etiquette.
• Ability to rapidly establish a good working relationship with customers and other professionals.
• Ability to demonstrate clear and confident skills both written and verbal.
• Ability to deal with problems and technical issues in a friendly, calm and reassuring manner.
• Passion for IT and technology with an enthusiastic, thorough and methodical approach to problem solving.
• Tenacity and dedication to peruse an issue from beginning to end, with initiative and reliability to work unsupervised on many occasions.
• Self-motivated with an ability to multi-task, prioritize and escalate accordingly.
• Hand on approach and willingness to learn.

 Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday. 40 hours per week. On Call after hours may also be required up to once per month.

Travel

None

Required Education and Experience

• High School Diploma or Equivalent
• Solid working knowledge of the Windows Operating System, including but not limited to Windows 10 and 11
• Basic understanding of networking and server technologies
• Excellent communication skills, both written and oral
• Superior problem solving and troubleshooting skills
• Thorough documenting and organizational skills

 Preferred Education and Experience

• Previous IT Call Center Experience
• Experience with Office 365
• College Degree preferred, but experience will substitute

BENEFITS

• We offer medical, vision and dental insurance, Flexible Spending and Health Savings Accounts, PTO (paid time off), short and long-term disability and 401K.
• No on call, no holidays, no weekends

Blue Cloud is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.