Help Desk Analyst Tier 2 - Greenville, SC

Since 2005, Crossroads has been at the forefront of treating patients with opioid use disorder. Crossroads is a family of professionals dedicated to providing the most accessible, highest quality, evidence-based medication assisted treatment (MAT) options to combat the growing opioid epidemic and helping people with opioid use disorder start their path to recovery. This comprehensive approach to treatment, the gold standard in care for opioid use disorder, has been shown to prevent more deaths from overdose and lead to long-term recovery. We are committed to bringing critical services to communities across the U.S. to improve access to treatment for over 26,500 patients. Our clinics are all outpatient and office-based, with clinics in Georgia, Kentucky, New Jersey, North and South Carolina, Pennsylvania, Tennessee, Texas, and Virginia. As an equal opportunity employer, we celebrate diversity and are committed to an inclusive environment for all employees and patients.

• Provide outstanding user support in communication, troubleshooting, and resolution of tickets.

• Follow up with users to ensure that their tickets are resolved within the contracted or agreed upon time frame.

• Contribute to Knowledgebase articles/guides, canned responses, and training.

• Analyze trending recurring issues and collaborate to create end user training to resolve these issues.

• Build documentation for various new and recurring tasks/operations.

• React to high priority requests and support and interface with VIP/executive level personnel.

• Configure new user equipment and accounts.

• Provide IT Help Desk / Level 1 / Level 2 support to all local and remote clinics via phone/email/remote

• Provide troubleshooting expertise in PC’s, laptops, printers, medical equipment, and their associated software.

• Manage mobile devices including iPhones, Androids, iPads, Samsung tablets via EndPoint and InTune

• Basic Network Troubleshooting and work with vendors on Network issues.

• Engage in Network Troubleshooting/Networking Training.

• Analyze, investigate, and resolve high level support issues from customers via support cases logged in ticket system.

• Adhere to agreed Service Desk procedures and working practices.

• Consistently achieve high performance in troubleshooting and resolving tickets.

• Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within Service Level Agreements (SLA)s.

• Any other duties deemed required as part of the day-to-day role and to be able to work across department when required.

• Office in downtown Greenville, SC

• Monday through Friday 4:30 AM - 1:30 PM

• Can work under pressure to deliver a high standard of service

• Experience with desktop/laptop hardware repairs or upgrades required

• Some Network troubleshooting experience helpful

• CompTIA A+/Security+ certification desirable

• Strong amount of technical knowledge of Windows 11, Microsoft Office products, EMR systems

• Proficiency in MS Operating Systems, Remote Mobile Technologies, MS Office suite, and Smart Devices running iOS and Android

• Basic Azure experience helpful

• Prior experience is not required but some FreshService experience is a plus

• Six (6) months experience in customer service with a passion for high customer satisfaction and achieving operational excellence

• Previous experience working in a Help Desk analyst role

• Medical, Dental, and Vision Insurance

• PTO

• Variety of 401K options including a match program with no vesture period

• Life Insurance

• Short/Long Term Disability

• Paid maternity/paternity leave

• Mental Health Day

• Calm subscription for all employees