Service Desk Analyst II

Acadia Healthcare Inc. Nashville , TN 37201

Posted 2 months ago

Job Description: Overview

Our Team:

We are improving the lives we touch. We need passionate, talented people working together who share our desire to create a world-class organization that sets the standard of excellence in the treatment of speciality behavioral health and addiction disorders. Acadia Healthcare is headquartered in Franklin, TN and is a leading provider of behavioral healthcare services in the nation. Our organization values input from employees and fosters collaboration to create a team oriented service delivery system. This position will sit at our call center in Nashville.

Our Benefits:

  • Medical, dental, and vision insurance

  • Acadia Healthcare 401(k) plan

  • Paid vacation and sick time

  • Opportunity for growth that is second to none in the industry

Your Job as an Service Desk Analyst:

The Service Desk Analyst II is accountable for remote support of IT Infrastructure for Acadia. General responsibilities include but are not limited to providing in depth support of all Network and Telecom systems across the Acadia Enterprise. Handle Outage situations being reported from the field/facility, other IT Infrastructure teams. Working directly with ISP vendors to troubleshoot circuit problems and handle Outage Notifications to stakeholders. The Service Desk Analyst II also provides support for all IT supported client hardware, peripherals and software. This individual is responsible for bringing all escalated issues to a resolution.

Your Responsibilities as an Service Desk Analyst:

  • 1st point of escalation from Service Desk Analyst 1 for network related support issues.

  • 1st point of escalation from Service Desk Analyst 1 for endpoint and server related support issues.

  • 1st point of escalation from Service Desk Analyst 1 for telecom related support issues.

  • 1st point of escalation from Local Facility IT teams for related support issues.

  • Primary point of handling: Creation, updating closing outage notifications.

  • Assist with network equipment deployments.

  • Create and administer network and telecom related documents and diagrams.

  • Create and administer other IT related documentation.

  • Work on projects under the direction of a Corporate Project Manager and complete assigned tasks.

  • Identify IT related security and safety needs and issues.

  • Maintain skills by attending related training and performing research.

  • Able to train users, in person and remotely, on basic computer usage.

  • Monitor performance and availability of systems with active and manual tools and processes.

  • Interface with associated IT staff.

  • Travel and Interface with external and/or internal locations in support of primary duties.

  • Evening and weekend off hour activities as required.

Your Skills and Job Requirements as an Service Desk Analyst:

  • Associate degree in Information Technology or equivalent work experience.

  • Proven experience as a Service Desk Analyst or other customer support role

  • Minimum 3-5 years' experience working in a modern Microsoft systems environment.

  • Minimum 2 years' experience with networking.

  • Minimum 2 years' experience with telecom.

  • Experience working on On-Premise Telecommunication systems such as Avaya IPOffice, Avaya Aura

  • Experience/exposure to cloud-based telecommunication systems such as: Ring Central

  • Knowledge of TCP /IP, DNS, WINS, and DHCP

  • Knowledge of MS Active Directory

  • Working knowledge of OSI Model

  • Knowledge of network cabling standard and network room build outs.

  • Excellent spoken and written communication and organizational skills

  • Advanced understanding of computer systems, mobile devices and other tech products

  • Tech savvy with working knowledge of office automation products, databases and remote access applications.

  • Ability to escalate and involve other resources as required to deliver/ support SLA's, business requirements.

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Service Desk Analyst II

Acadia Healthcare Inc.