Service Desk Analyst II

What To Expect

• Authorizing and updating articles in our shared knowledgebase.
• Completing Work Orders within IT Service Desk Ticketing System for helpdesk requests, new hires, PC setup, etc.
• Develops and maintains professional relationships through regular interface with users to determine hardware and software solutions and to resolve configuration issues.
• Cookes day-to-day support, troubleshooting, and performs routine administrative tasks.
• Uses IT Service Desk software for accurate daily ticket documentation.
• Researches applications, tools, error messages, service packs, and features of new software releases via the Internet and other information technology resources.
• Assists with application installations / troubleshooting - typically on staff machines.
• Assists with software upgrades, new software deployments.
• Participates in system upgrades and maintenance, including, but not limited to, add/remove memory, hard drives, video cards and power supplies.
• Provides prompt, courteous response to customer requests based on department SLAs.
• Utilizes diagnostic utilities and remote assistance tools to aid in troubleshooting.
• Tests new hardware and software systems and packages prior to deployment.
• Collaborates with other teams to provide cross-functionally deliverables and to validate solutions.
• Manages assigned tickets with accurate and timely information including: notes, customer contacts, and status updates to appropriate teams.
• Exercises judgment and creativity in selecting and applying procedures correctly and determines when to refer problems to the supervisor or next level of support.
• Utilizes diagnostic utilities and remote assistance tools to aid in troubleshooting.
• Provides limited support to Service Desk Analyst III.

Customer Service Expectations

• Maintain a positive and professional attitude toward customers at all times.
• Ensure customer satisfaction by providing exceptional customer service at all times.
• Demonstrate deep knowledge of IT services in support for answering customer questions with viable solutions.
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.

What You'll Get From Us

• A commitment to professional development, including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation.
• Comprehensive medical, dental and vision benefits for benefit eligible positions.
• Generous paid-time-off for benefit eligible positions.
• Complimentary Employee Assistance Program (EAP).
• Generous mileage reimbursement program.

Pay Range

The pay range for this position is $22.49/hr minimum to $33.95/hr maximum. Pay for this position is determined on a number of factors, including but not limited to, years and level of related experience.

What We Need From You

• A high school diploma or GED.
• An associate degree in information systems, Computer Science, or a related field is preferred.
• Technical certifications are acceptable.
• Preference for one of the following: A+, Network +, MCSA/MCSE, CCENT, ITIL.
• Minimum 3 years of experience in increasingly complex roles supporting end users and offering training in IT technologies (e.g., Internet, PCs, LANs).
• Some knowledge of VOIP phone systems preferred.
• Must have some knowledge of LAN, WAN and Wireless Technologies.
• Some understanding of network devices such as routers, switches and wireless controllers would be ideal, but not required.
• Must possess proficient knowledge in word processing, spreadsheet manipulation, desktop database management, communications, and other software.
• Time management and analytical skills.
• A thorough understanding of client / patient confidentiality issues / HIPAA compliance and regulations is essential.
• Valid driver’s license or alternative transportation plan.
• IT Infrastructure Library (ITIL v3/v4 Foundation).
• Microsoft Certified Solutions Associate (MSCA/MCSE): Windows 1 or more years in a help desk or technical support role in a commercial or health care setting with a large user base or other relevant experience.

Additional Information

At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:

• A commitment to professional development, including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation.
• Comprehensive medical, dental and vision benefits for benefit eligible positions.
• Generous paid-time-off for benefit eligible positions.
• Complimentary Employee Assistance Program (EAP).
• Generous mileage reimbursement program.