Byram Healthcare, Service Desk Analyst

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers-and their patients-are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after 30 days of employment

• Employee stock purchase plan

• Tuition reimbursement

• Development opportunities to grow your career with a global company

The Service Desk Analyst will provide level one technical support for internal customers to help resolve computer hardware, software, or other technical issues independently or while working closely with other IT department members.

ESSENTIAL JOB FUNCTIONS:

• Answers and resolves 35-50 inbound incidents per day over the phone, remotely, or in person efficiently and professionally at a large corporate service desk.

• Offering a variety of Level One solutions by diagnosing hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN, and VPN access in Windows 7/10 and Microsoft Office 2016 & 365 environment.

• Configures hardware including desktops, laptops, mobile devices, servers.

• Deploys images and customizes the software based on provided work instructions.

• Maintains and protects assets and property including spare parts, client-supplied products, loaners, tools, test equipment, etc.

• Proficiently Manages the resolution of inbound incidents; balancing the need for customer service and issue resolution.

• Effectively Translates moderately complex, technical concepts into easy-to-understand language to assist non-technically oriented customers.

• Records all interactions with customers in an incident management tracking tool (ServiceNow).

EDUCATION & EXPERIENCE REQUIRED:

• Bachelor's degree or 2+ years of IT-related experience

• Or any combination of experience or education

• Experience with a networked computer environment

• Experience Working with a knowledge base or knowledge tool

KNOWLEDGE SKILLS & ABILITIES:

• Knowledge of Windows 7/10, Office 2016 & 365, Active Directory, remote tools (Altiris, Dameware, FastSupport), and iPhone support

• Airwatch Agent, Bitlocker, and Sophos Safeguard experience a plus

• Ability to work under moderate supervision

• Strong Communication skills

• Conduct tasks and assignments as directed

• Contribute to team objectives and goals

• Manages time and resources effectively through the organization, multi-tasking, delegation, time management skills

ADDITIONAL REQUIREMENTS:

• Ability to travel up to 5-10%

• May be required to travel to secondary location 1-2 times per month as needed

• May be required to stand for some or part of the day

• Moderate to heavy lifting may be required

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin physical or mental handicap, disability, age, or status as a disabled veteran or veteran of the Vietnam era.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.