FEI Systems · 1 week ago
Service Desk Associate (Remote)
United States
Full-time
Remote
Entry Level
$18/hr - $21/hr
1+ years expFEI Systems is dedicated to creating innovative technology solutions to enhance health and human services. The Service Desk Associate will serve as the primary point of contact for technical assistance, ensuring effective communication and support for users of the LTSS and Carity systems.
Information ServicesInformation Technology
Responsibilities
Provide client support and technical issue resolution via email, phone, web-based feedback
Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements
Ask probing questions, listen, and record data capture details and actions performed in all tickets
Learn and understand client workflows and functionalities within complex programs
Assessing the process and troubleshooting problems if required
Ensure problem ownership, escalate issues through proper channels
Provide reassurance to end users when delivering solutions and diagnosing issues
Advise management of potential risks that may have impact on customer base and operating environment
Promote end-user satisfaction in adherence to established performance metrics
Managing other resources if they are not capable of solving the issues
Understanding around PHI/sensitive data
Assist internal staff with tier 1 requests, triage issues and escalate appropriately
Qualification
Required
Minimum of one year of experience in a fast-paced, customer service-oriented position that required written documentation of interactions
Excellent customer service, critical thinking, and written & verbal communication in English
Must be adept at balancing shifting priorities and time management
Able to reliably work designated or flexible shifts in a 24/7, 365-day environment
Ability to understand and explain technical information
College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
Understanding and knowledge in Outlook and other MS Office applications
Must have self-learning and researching skills
Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
Ability to work successfully as part of a team
Preferred
Previous experience in user/technical application support or training
Knowledge of the principles and processes for providing customer and personal services
Experience with help desk ticket tracking tools and workflow
Benefits
Full company benefits
Company
FEI Systems
FEi is a leading information technology, services, and analysis
501-1000 employees
H1B Sponsorship
FEI Systems 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
2025 (24)
2024 (20)
2023 (24)
2022 (36)
2021 (30)
2020 (31)
Funding
Current Stage
Late StageLeadership Team
Craig Steffen
Chief Executive Officer
Jiao Gu
President & CEO
Recent News
GlobeNewswire
2026-01-22
Maryland Daily Record
2025-08-13
Company data provided by crunchbase