IT Service Desk Analyst III

Principal Duties And Responsibilities

• Logs, responds to and resolves Tier I and Tier IIfirst level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements. Though rare, this includes flexing hours as required to include evenings, nights, and/or weekends and holidays.
• Evaluates customer needs and makes technical recommendations that comply with current GBMC standards and technical guidelines.
• Creates documentation necessary to install and provide ongoing support for current systems for Tier I triage support.
• Utilizes and helps manage a software and hardware inventory management system.
• Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components.
• Provides On Call support, 24x7, on a rotating basis as determined by the Client Support Manager and department procedure.
• Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.

Education Experience

Bachelor’s Degree preferred, or Equivalent Technical Experience 4 years’ experience in a Technical Support Call Center setting preferred. Hospital experience is preferred.

Knowledge, Skills And Abilities

• Experience with Windows 7, Windows 8.1, Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
• Skill in Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred.
• Excellent Soft skills and customer facing skills.
• Data analytics and report building.

Physical Requirements

Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds. Working Conditions Professional Office Environment and Dress Code. Includes on-call responsibility for Desktop support. Must be flexible in supporting 24 hours call center, 7 days a week.

Conditions of Employment

• Must Have Own Transportation to Support Remote Sites and On Call Responsibilities.

Pay Range

$58,488.99 - $93,582.39 Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.