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Service Desk Analyst II in Henrico at KEPRO

Date Posted: 8/26/2018

Job Snapshot

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Job Description

Since 1985, KEPRO has helped more than 20 million members lead healthier lives through clinical expertise, integrity and compassion. KEPRO was founded by physicians and clinical expertise is at the core of our organization. We are a leading quality improvement and care management organization. We offer innovative and outcomes-focused solutions to reduce the unnecessary use of health care resources and optimize the quality of care for public and commercial clients. KEPRO’s tailored programs maximize members’ quality of life, and realize greater cost savings for members and clients alike. KEPRO is on a journey to transform medical management and to develop customized solutions tailored to our client’s specific business requirements, while improving the quality of life for patients, reducing costs, and achieving return on investments for our clients. Our approach to medical management is holistic and compassionate and is coordinated around a patient’s entire healthcare experience.

Service Desk Analyst II

Summary Description:

Provide telephone and/or e-mail-based customer support for Service Desk incidents per requirements defined in Service Level Agreements (SLA).  Escalates incidents as necessary.


  • Provides technical support and fulfills requests for information for internal and external customers based on established ITS procedures and requirements defined in Service Level Agreements (SLA).
  • Work a queue of Incident or Service Requests from multiple sources including telephone, voice mail, service portal, and e-mail.  Documents all Service Desk incidents in corporate Service Desk software.
  • Provides users assistance in prioritizing incidents.  Escalates issues as defined in procedures and SLAs.
  • Assists in the maintenance and update of end user information in the Configuration Management Database (CMDB).
  • Follows Service Desk incidents from initial report to resolution and regularly communicates status to customer according to established ITS procedures and protocol.
  • Participate in Service Desk on-call rotation for coverage of incidents reported after normal business hours (i.e. weekends, holidays)


  • High School Diploma or Equivalent.  A+ or other desktop support certifications desirable.

Skills Knowledge Abilities (SKA’s)

  • Excellent interpersonal and communication skills
  • Significant experience with Windows desktop operating systems and Microsoft Office required.
  • Experience with Help Desk or Service Desk software or similar trouble ticketing system desirable
  • Good PC and telephone skills
  • Troubleshooting experience with software and hardware
  • Good problem solving skills
  • Ability to work in a team environment


  • One or more years of Service or Help Desk or related technical support experience is preferred

Mental and Physical Requirements        

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

KEPRO offers challenging careers, excellent benefits and opportunities for advancement.  For consideration, please submit resume and cover letter with salary requirements. Only those candidates identified for an interview will be contacted. No Phone Calls Please.  Visit our website at for more information on the KEPRO Family of Companies.

EOE AA M/F/Vet/Disability

KEPRO is an E-Verify employer. E-Verify is an internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.