IT Service Desk Analyst I

Full-time, benefits-eligible position (40 hours per week).

Schedule

• Wednesday: 8:00 AM – 6:00 PM
• Thursday: 8:00 AM – 7:00 PM
• Friday: 8:00 AM – 7:00 PM
• Saturday: 7:00 AM – 7:00 PM
• Hours are subject to change.
• Flexibility to work other shifts, including evenings, overnights, and weekends, is required.

Fully remote role available from the following states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.

Remote work is not permitted in CA, CO, CT, HI, MA, MD, MN, NJ, NY, OR, RI, VT, WA, or internationally, including while on vacation.

No relocation or visa sponsorship is available for this position.

Pay

$24.10 – $36.15 per hour.

Responsibilities

• Provide initial technical support to customers, delivering an excellent customer experience during interactions regarding computers, servers, applications, and hardware issues.
• Assess the nature of issues, respond to incidents and service requests, and resolve or escalate using documented procedures, checklists, and by simulating or recreating the incident.
• Document all calls in the tracking system; escalate complex problems to more experienced support when necessary.
• Always provide exceptional customer service, treating everyone with respect and dignity, demonstrating patience and positivity in alignment with organizational values.
• Troubleshoot and resolve basic problems related to LAN/WAN-based software, desktop computing equipment, printers, network status, and applications.
• Gather information from customers by asking clarifying questions, presenting options or solutions, and determining the level of complexity.
• Assist with simulating user issues to resolve them; escalate unresolved interactions appropriately.
• Document all relevant customer interaction information thoroughly in the service management system.
• Analyze basic issues and arrive at workable solutions; provide callbacks or follow-up to “close” tickets and maintain a successful call closure rate.
• Utilize the call tracking system accurately, quickly, and efficiently while meeting established Service Desk Key Performance Indicators (KPIs).
• Perform routine procedures to remedy issues or when requested; escalate unresolved issues to second-tier support.
• Keep customers informed of the status of their requests if an immediate remedy is not available.
• Provide technical hints and tips to proactively assist customers.
• Adhere to all Advocate Health policies and procedures.

Requirements

• High school diploma or equivalent.
• Typically requires 1 year of experience in customer service, call center, or Service Desk support.

Skills

• Strong interpersonal, customer service, and service recovery skills, with a basic understanding of call centers and call tracking systems.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Understanding of the technical components of an information system, including basic hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving skills.
• Strong written and verbal communication skills, including the ability to interact with a diverse customer population and communicate at their level.
• Ability to use and manage a standard multiple-line telephone system.
• Ability to maintain confidentiality and work as a team.
• Ability to determine issues that may have an adverse business impact if not properly escalated.

Physical Requirements and Working Conditions

• Must be able to sit for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard.
• Position may require occasional travel, which may result in exposure to road and weather hazards.
• Ability to independently work in a remote environment free from distractions.
• Potentially exposed to a normal office environment.
• Operates all equipment necessary to perform the job.

Benefits

• Paid Time Off programs.
• Health and welfare benefits, including medical, dental, vision, life, short-term, and long-term disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Base compensation within the listed pay range, based on qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift differentials and on-call pay, where applicable.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.

Note: Eligibility for programs listed above may depend on FTE or status (e.g., full-time, part-time, per diem, temporary, etc.).

About the Organization

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia, and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health serves nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics, and rehabilitation, as well as organ transplants, burn treatments, and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.