Role Description As a Full Time Service Desk Analyst, you will be responsible for providing front-line support to end users by: - Answering calls and emails - Troubleshooting technical issues - Guiding users through solutions You'll handle a range of support requests—from basic IT questions to more complex issues—while: - Accurately documenting each interaction - Escalating advanced problems when necessary This role requires strong communication skills, patience, and the ability to work effectively in a fast-paced, customer-focused environment. Qualifications - Exceptional interpersonal, verbal, and written communication skills - Working knowledge of PC hardware configurations and troubleshooting - Great active listening skills - Experience de-escalating caller issues in an enterprise environment or experience in an environment with a highly structured escalation process - Knowledge of desktop operating systems - A patient and empathetic attitude - Strong time management and organizational skills - Adaptability and flexibility - Comfortable working in fast-paced environments - Phone skills, including familiarity with complex or multi-line phone systems Requirements - Prior experience supporting 30-40 calls regarding non-technical end users’ issues in a large corporate environment - Experience with Active Directory - 1+ years of experience supporting desktops/laptops/printers in a production support center environment Benefits - Cutting Edge Technology and Innovation - Career Growth Opportunities - Employee-Centric Environment - Comprehensive Benefits Package - Holiday and Vacation Company Description Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions. GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

• Lead discovery and scoping conversations with prospective customers to define implementation and training requirements • Partner with Sales to accurately estimate delivery hours for core systems, modules, and custom solutions • Develop detailed handover documentation to ensure smooth transition from pre-sales to Services delivery • Scope Service & Success Package usage requests in collaboration with Customer Success Managers • Create proofs of concept and recommend solutions for complex or non-standard customer needs • Collaborate with Product, Partnerships, and Services to scope delivery for new features and integrations • Maintain and improve scoping accuracy by monitoring implementations and updating internal frameworks (e.g., hours matrix)

• Lead client-facing technical calls to guide providers through the onboarding process. Translate complex integration requirements into actionable project plans. • Design and build ordering and results workflows within Epic Aura/Ambulatory environments, ensuring seamless data exchange. • Deploy and manage integrations using FHIR APIs as the primary standard, with a deep understanding of HL7 for legacy fallback scenarios. • Act as the Tier 3 escalation point for critical production issues. Troubleshoot and resolve high-priority tickets within strict SLA timelines. • Lead User Acceptance Testing (UAT) sessions, validating that builds meet clinical requirements and technical specifications. • Maintain rigorous documentation discipline within **Jira**, ensuring all configurations, bugs, and project milestones are tracked with precision.

• Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks • Troubleshoot and resolve complex incidents, escalating when appropriate • Identify and resolve underlying problems affecting IT systems and services • Mentor and guide Level 1 analysts, assisting with incident resolution and skill development • Ensure timely and accurate resolution of all technical issues • Conduct follow‑up with customers or employees to support satisfaction and continuity • Continue building your technical skill set through training, certification, and self‑directed learning • Participate in special projects that enhance service delivery and IT operations