Job Information
Cognosante Technical Service Desk Analyst in United States
Security Clearance required:
Public Trust
Do you want to make a difference?
Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?
Come Join Our Team
Come Join our Team on the Enterprise Centralized Service Desk. We are on a mission to provide world class service and support to our customers. In this role you will be able to provide much needed services to our veterans, their families, and their providers. You will have the exciting opportunity to learn, thrive, grow, and support others.
What is the position?
Cognosante is looking for a Full Time Service Desk Analysts to work on the Service Desk, which is the first line of support for our customers. The ideal candidate possesses outstanding customer service, technical aptitude, and a desire to “own” customer incidents and requests to resolution. The Full Time Service Desk Analyst provides customer support, service and technical support through analysis and problem solving 100% over the phone, chat, and remote support in a high-volume call center environment. Since the service desk supports multiple clients in a shared services environment, the candidate should be comfortable learning multiple technologies, supporting multiple clients and their applicate software applications, understanding and applying each customer’s specific procedures and processes.
What will I get to do?
The candidate can expect to walk callers through troubleshooting medical records systems, identity management, conduct advanced application support, troubleshoot electronic medical record transport errors, support Office 365, printing, WIFI, monitoring of alerts, and system provisioning. The Service Desk analyst is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Technical service desk analyst will create tickets, support medical patient records, provider communications, support referrals, and troubleshoot technical issues.
What qualifications do I need?
Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree)
2 years Help Desk or IT experience
Solid technical and troubleshooting skills
Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects.
Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools.
Candidate must have experience in being able to gather and convert data into a written narrative.
Excellent written and communication skills
Exceptional customer service skills Experience creating support documentation
What additional characteristics will help me thrive?
HDI or ITIL certification
Experience with IT Service Management systems like ServiceNow or Samanage
Experience with Microsoft Dynamics CRM
6 months working knowledge of Active Directory
What We Offer
Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that:
Ensure optimal health and productivity of our employees
Support employee retention and attraction
Provide work/life balance to ensure our employees succeed inside and outside of the office
Compensation
$21.18 - $31.78
The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
What We Promise
Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.
We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).
We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com
At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead.
Get to know Cognosante employees
We’re driven by our customers’ missions, and measure success by how we improve lives.
We believe innovative solutions start with an innovative culture.
We believe customer understanding is the key to creating innovative solutions.
We know we are stronger together, and we value the diversity of our people.
We believe growth should be a core job benefit.
Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website (https://cognosante.com/careers/) , communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date.
We want to recommend a couple of ways that you can report this incident and take action against these scams:
-The FBI: File a Complaint (https://www.ic3.gov/Home/FileComplaint)
-The FTC: Report Fraud (https://reportfraud.ftc.gov/#/)
Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov (https://www.usa.gov/where-report-scams) .