Remote
Summary
GeneDx is a patient-centered technology company seeking an onsite service desk analyst to support IT operations withing our Gaithersburg, MD, New York City, Stamford, CT offices.
In this role, you will respond to IT support tickets for issues both within the location you report to daily, as well as remote issues, which in turn enables our organizational strategy and tactics. You will respond to requests for support from individuals and leaders at all levels within the organization and you will follow established SOP’s and knowledge base articles, as well as troubleshooting best practices, to resolve those requests with empathy and speed. You will be directly supported by the Service Desk Lead.
With our IT and engineering colleagues, you will work to ensure your peers are able to complete their objectives when things do not work as intended and they need your help to install new software, re-provision access or resolve trouble conditions. Your role is to effectively communicate trouble ticket progress, with a customer service mindset, ensuring the individuals reaching out for help always know what the next steps are and when they will happen. Your team will value you for your clear communication and documentation, your organization, and your ability to anticipate challenges and work independently.
Job Responsibilities
- Highly organized and experienced at self-managing their own support queue.
- Experience creating and consistently following technical SOPs and SLAs.
- Collaborative, customer service mindset, with strong technical troubleshooting skills.
- Expertise with hybrid Microsoft enterprise solutions and Apple Mac infrastructure support.
- Experience administrating endpoint management solutions like Intune and Jamf.
- Demonstrated ability to effectively communicate technical issues and solutions to multiple organizational levels internally.
- Experience in HIPAA and/or HITRUST environments.
The Objectives
- Successfully complete onboarding training and meet productivity SLAs by resolving at least 2 tickets per an hour (average) within the first 30 days.
- Build and maintain a cadence of creating and/or updating at least 2 knowledge base articles internal (IT team) or external (GeneDx User) per week within 60 days.
- Successfully close at least 95% of assigned tickets within SLA timeframe within 90 days.
Education, Experience, and Skills
- Highly organized and experienced at self-managing their own support queue.
- Experience creating and consistently following technical SOPs and SLAs.
- Collaborative, customer service mindset, with strong technical troubleshooting skills.
- Expertise with hybrid Microsoft enterprise solutions and Apple Mac infrastructure support.
- Experience administrating endpoint management solutions like Intune and Jamf.
- Demonstrated ability to effectively communicate technical issues and solutions to multiple organizational levels internally.
- Experience in HIPAA and/or HITRUST environments.
Physical Demands
- Ability to stand, walk, and sit for extended periods.
Work Environment
- Work is primarily performed in an office setting with a typical climate-controlled environment.
- Standard work hours are Monday through Friday, 9 AM to 5 PM EST, with occasional overtime required during peak periods.
Pay Transparency, Budgeted Range
$58,080 - $77,440 USD
