Service Desk Analyst

Key Responsibilities

• Act as the initial point of contact for user support calls to the IT Clinical Service Desk, ensuring all calls are logged correctly and promptly allocated.
• Provide first-line technical support when handling calls to achieve time-of-call resolution for less complex issues whenever possible.
• Deliver ad-hoc service to users of all computer systems, troubleshooting and resolving system and application problems.
• Carry out a prescribed program of system performance monitoring, measurement, and management to support a proactive approach to meeting changing system demands.
• Affiliate with the maintenance of the Service Desk Knowledge Base.
• Work directly with clients (ex. Clinical Staff) on issues requiring overall product knowledge and an understanding of the healthcare business.
• Develop knowledge content to support team and client needs.

Qualifications

• Experience: 2-4 years of relevant work experience is preferred.
• Proficient knowledge of Microsoft Windows operating systems, Microsoft Office, and IT Service Management software (ex. KACE or SNOW).
• Knowledge of Altera Solutions (Sunrise Clinical Manager, Sunrise Radiology, Enterprise Scheduling), and familiarity with Altera clients, processes, and the healthcare industry in general including healthcare workflows in an ambulatory and acute care setting.
• Software support experience demonstrating strong troubleshooting and analytical skills.
• Familiarity with A+ & N+ terminology, Active Directory, and VPN clients.
• Basic understanding of Windows Server and MS Exchange.
• Education: A Bachelor's Degree is preferred.