IT Service Desk Analyst

Baltimore, MD

Full time

R0106313

Location:

Erickson Senior Living

Join our team as an IT Service Desk Analyst. In this role, you will provide top-notch support for IT systems, resolve issues, and escalate as needed. As the first point of contact for IT incidents and service requests, you will document all issues and resolutions, ensuring a smooth experience for users with both first-level and some second-level support.

What we offer

• A culture of diversity, inclusion, equity and belonging, which builds on our mission, vision and values

• Medical, dental and vision packages, including an annual reimbursement for qualified wellness expenses, personal health coaching and telemedicine options

• PTO Plans, PLUS company paid volunteer hours for eligible team members, in accordance with applicable state law

• 401k for all team members 18 and over with a company 3% match

• Onsite medical centers, providing wellness visits and sick care for all team members over 18 years of age

• 30% discount on food and drinks at on-site dining venues, plus additional healthy choice meal options at discounted prices

• Education assistance, certification reimbursement and access to over 6,000 courses through our online learning library, designed to enhance your current skills and build new ones

• Growth Opportunities – grow with the company as we open new communities and expand on our existing ones!

Compensation: $27.00 - $29.00 per hour plus eligibility for annual bonus.

How you will make an impact

• Answer incoming technical support phone calls and emails in a high-volume environment and enter all pertinent information and updates of the reported issues into a ticket-tracking application

• Delivers high levels of customer service at all times and ensures compliance with Service Level Agreements

• Analyzes and documents reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process

• Proactively checks all the Service Desk queues for open tickets

• Partner with and/or assist various project teams on business and IT initiatives

• Facilitate communication with company employees regarding system outages and planned maintenance

• Other duties may be assigned

What you will need

• Minimum of 1 year of Service Desk experience is required

• CompTIA A+ certification (required within 12 months of hire date)

• Job related technical certifications preferred

• Ongoing pursuit of certifications is considered evidence of continuous learning

Please note that specific state regulations and requirements may be applicable. These regulations take precedence over the requirements outlined in the job description.

Headquartered in Baltimore, Maryland, Erickson Senior Living is one of the country’s largest and most respected providers of senior living and health care with a growing, national network of communities. We help people live better lives by fulfilling our promises of a vibrant lifestyle, financial stability, and focused health and well-being services for those who live and work with us. As part of our team, you'll enjoy flexibility and work-life balance to meet your personal and professional goals, and we are committed to providing you with opportunities to learn and grow.

Erickson Senior Living, its affiliates, and managed communities are Equal Opportunity Employers and are committed to providing a workplace free of unlawful discrimination and harassment on the basis of race, color, religion, sex, age, national origin, marital status, veteran status, mental or physical disability, sexual orientation, gender identity or expression, genetic information or any other category protected by federal, state or local law.

Since 1983, Erickson Senior Living’s national network of managed communities has been devoted to one mission—helping people live better lives. If you're driven to make a difference and feel passionate about what you do, you'll thrive in an Erickson Senior Living career. Experience a work and social environment beyond the traditional office setting, with access to multiple on-campus dining choices, health and wellness facilities, lush green spaces, and so much more. Come see why we’re among the most respected names in senior living, now serving 27,000 residents with a team of more than 14,000 employees.