IT Service Desk Analyst II

Under limited supervision and in accordance with IT service level agreements, provides Tier 1 first-level resolvable phone, email, and remote support for the IT Service Desk. Additionally, delivers more complex Tier 2 support for all client technology and associated peripherals through analysis and methodical troubleshooting. Assists Tier I analysts in resolving and training on complex software installations and hardware issues. Support is provided via telephone, ticketing system, email, remote assistance, customer site visits, and manager escalation.

Responsibilities

• Staffs the IT Service Desk Call Center, processing tickets, routing, and escalating non-client technology-related inquiries, service requests, and incident reports.
• Logs, responds to, and resolves Tier 1 and Tier 2 incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedules work to meet departmental SLAs and accommodate customer needs, including flexing hours (evenings, nights, weekends, and holidays) as required.
• Evaluates customer needs and makes technical recommendations compliant with GBMC standards and guidelines.
• Creates documentation for installing and supporting current systems to aid Tier I triage.
• Utilizes and helps manage a software and hardware inventory management system.
• Installs, upgrades, and maintains system and application components on client computing platforms, including hardware repairs, OS and application configuration, and support for all hardware components.
• Provides on-call support, 24x7, on a rotating basis as determined by the Client Support Manager.
• Follows up with customers and support resources to ensure call completion and customer satisfaction.
• May assist as a resource on special projects, video visits, and provide limited desk-side support for break/fix hardware issues.

Requirements

• Associate’s Degree, Technical Certificate, or equivalent technical experience.
• 3 years’ experience in a Technical Support Call Center setting preferred; hospital experience is a plus.
• Experience with Windows 7, 8.1, 10, Microsoft Office Suite, and Microsoft Active Directory preferred.
• Skill in repairing and maintaining desktops, laptops, tablets, and thin/zero clients preferred.
• Excellent soft skills and customer-facing abilities.
• At least one active certification: CompTIA A+, CompTIA Network+, MCP, or MCSA.
• Must have own transportation to support remote sites and on-call responsibilities.

Physical Requirements

• Able to lift 15–20 pounds frequently and up to 25–55 pounds occasionally.
• Professional office environment with exposure to dust.
• Includes on-call responsibility for desktop support and flexibility to support a 24/7 call center.

GBMC Values

• Respect: Treats others with fairness, kindness, and respect for personal dignity and privacy. Listens and responds appropriately to others’ needs, feelings, and capabilities.
• Excellence: Strives for superior performance, recognizes accomplishments, meets/exceeds customer expectations, pursues learning, and pays attention to detail.
• Accountability: Sets a positive example, takes ownership of problems, plans/utilizes resources appropriately, and reports to work regularly and on time.
• Teamwork: Works collaboratively, resolves conflict positively, seeks others’ ideas, and acknowledges contributions.
• Ethical Behavior: Demonstrates honesty, integrity, and good judgment while respecting cultural, psychosocial, and spiritual needs.
• Results: Sets goals, embraces change, improves quality, displays flexibility, and achieves results efficiently.

Pay

Pay range: $58,488.99 – $93,582.39. Final salary offer will be based on the candidate’s qualifications, education, experience, and alignment with organizational needs.