Crossroads · 3 weeks ago
Help Desk Analyst Tier 2 - Greenville, SC
Greenville, SC
Full-time
Onsite
New Grad, Entry Level
0+ years expCrossroads Treatment Centers is dedicated to treating patients with opioid use disorder and providing high-quality medication-assisted treatment options. The Help Desk Analyst Tier 2 will provide outstanding user support, troubleshoot issues, and ensure timely resolution of support tickets while contributing to knowledgebase documentation and user training.
Health Care
Responsibilities
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
Qualification
Required
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
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
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
Preferred
CompTIA A+/Security+ certification desirable
Basic Azure experience helpful
Prior experience is not required but some FreshService experience is a plus
Benefits
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
Company
Crossroads
Since 2005, Crossroads has been at the forefront of treating patients with substance use disorder (SUD).
Founded in 2005Greenville, South Carolina, USA
501-1000 employees
H1B Sponsorship
Crossroads has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2015-01-08Private Equity
Leadership Team
Crossroads Treatment Centers
Founder & CEO
Recent News
Behavioral Health Business
2025-10-28
Behavioral Health Business
2025-10-04
2025-09-12
Company data provided by crunchbase