Service Desk Analyst III-ARMC(FT, Variable)

Position Highlights

Mission Statement: "Called to serve our communities".
Guiding Principle: "Let all that you do be done in love".
Vision: To be the region's most trusted partner in healthcare.
Values: Compassion, Excellence, Integrity, and Trust.

Position Summary

The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operation so that caregivers can accomplish business tasks. This includes actively resolving escalated caregivers help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help when needed.

Minimum Qualifications Required

• Required Experience: 1-2 years’ experience related to customer service, help desk or service desk.
• Preferred Experience: 3-5 years related Customer service, help desk or Service Desk experience.

Essential Functions

• Demonstrates knowledge of and supports hospital and IT mission, vision, value and promise statements, policies and procedures, operating instructions, confidentiality standards and code of ethical behavior
• Performs tier 2 support-phone and email support to caregivers for hardware and software failures.
• Assists end users with using the EMR and other enterprise applications.
• Responding to service requests, including password resets or system access requests
• Prioritizes incidents based on end-user urgency and organizational impact.
• Ownership of incidents to ensure timely incident resolution.
• Management of end-user relationships to ensure caregiver satisfaction.
• Accurately logging incident details and documenting resolutions.
• Remotely connect to end user workstations to aid in troubleshooting of issues as needed.
• Maintain Service Desk for tickets assigned to the queue and process first-in first-out based

Job Specific Knowledge, Skills & Abilities

• Able to work in a team oriented, collaborative environment with a strong customer service focus
• Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices
• Able to be self-motivated and directed, to effectively prioritize and execute task in a high-pressure environment
• Able to demonstrate strong knowledge and experience supporting Microsoft Windows
• Able to communicate to and work with senior management and caregivers
• Able to build rapport with a variety of personality types and users at all levels
• Exposure to or knowledge of ITIL practices
• Email architecture, services and protocols, Outlook configurations
• VDI, VPN Client, and Web

Why Caregivers Stay?

• Reliable compensation
• Strong healthcare coverage options
• 3.5% retirement match with automatic annual increase
• PTO that grows with tenure
• Visible leadership impact within a regional health system