Service Desk Analyst

Job Summary: # The Service Desk Analyst is responsible for front line support to end users on a variety of issues with a strong commitment to customer focus. Identifies, researches, and resolves technical problems including the ability to document in detail all reported issues to resolution. Responds to telephone calls, email, and electronic requests for technical support. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Analyze and solve problems across a broad range of applications in a multi-site enterprise. Works under general Senior Service Desk supervision. Primary job functions require exercising of independent good judgment and initiative. Minimum Qualifications: Education: Requires a High School diploma (or equivalent) from an accredited school and at least one years of Information Technology experience on relevant equipment and systems, OR Associate Degree in Computer Science or Information Technology with at least one years of Information Technology experience on relevant equipment and systems. Licensure/Certification: CompTIA Core, Help Desk Institute and/or ITIL certification must be completed within 180 days of employment. Additional certifications will be accepted at the Manager#s discretion. Experience: 1+ year of experience with remote IT support Working knowledge of Microsoft Operating Systems Working knowledge of Microsoft Windows Active Directory and Group Policy Management Working knowledge of Microsoft Office Suite Working knowledge of IT service management technologies and solutions Working knowledge of identity access management technology and solutions Working knowledge of IT asset management technology and solutions Working knowledge of networking, end-user compute and systems technology Able to prioritize and execute tasks in a high-pressure environment. Ability to author technical documents and create procedure manuals Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities Strong understanding of the organizations goals and objectives Ability to conduct research into current and future technologies Highly self-motivated and directed, with keen attention to detail Desired Healthcare knowledge/background including data privacy practices and laws Strong customer service orientation Experience working in a team-oriented, collaborative environment On-call availability 7/24 as part of a rotation schedule Other duties as assigned Knowledge/Skills: Must be fully/independently technically competent and physically capable to perform computer duties as listed within with technical guidance of the Desktop Administrator. Must be able to rapidly read, comprehend, and put to practical use, a wide variety of technical literature. Must be able to translate technical information and procedures into user solutions. Must be able to write and speak clearly to communicate effectively with users. Must develop and produce without assistance presentation-quality User Requirements and documentation. Must impart confidence to the users. Must respond to emergencies major incidents in accordance with department service level agreements.in a timely manner. Must respond to and actively participate in disaster situations to restore information access to critical users such as administrators, doctors, nurses, and patients.

Contacts:

Communicates with and actively participates with all levels within the corporation

Job Summary:

The Service Desk Analyst is responsible for front line support to end users on a variety of issues with a strong commitment to customer focus. Identifies, researches, and resolves technical problems including the ability to document in detail all reported issues to resolution. Responds to telephone calls, email, and electronic requests for technical support. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Analyze and solve problems across a broad range of applications in a multi-site enterprise. Works under general Senior Service Desk supervision. Primary job functions require exercising of independent good judgment and initiative.

Minimum Qualifications:

Education:

Requires a High School diploma (or equivalent) from an accredited school and at least one years of Information Technology experience on relevant equipment and systems, OR

Associate Degree in Computer Science or Information Technology with at least one years of Information Technology experience on relevant equipment and systems.

Licensure/Certification:

CompTIA Core, Help Desk Institute and/or ITIL certification must be completed within 180 days of employment. Additional certifications will be accepted at the Manager's discretion.

Experience:

• 1+ year of experience with remote IT support

• Working knowledge of Microsoft Operating Systems

• Working knowledge of Microsoft Windows Active Directory and Group Policy Management

• Working knowledge of Microsoft Office Suite

• Working knowledge of IT service management technologies and solutions

• Working knowledge of identity access management technology and solutions

• Working knowledge of IT asset management technology and solutions

• Working knowledge of networking, end-user compute and systems technology

• Able to prioritize and execute tasks in a high-pressure environment.

• Ability to author technical documents and create procedure manuals

• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities

• Strong understanding of the organizations goals and objectives

• Ability to conduct research into current and future technologies

• Highly self-motivated and directed, with keen attention to detail

• Desired Healthcare knowledge/background including data privacy practices and laws

• Strong customer service orientation

• Experience working in a team-oriented, collaborative environment

• On-call availability 7/24 as part of a rotation schedule

• Other duties as assigned

Knowledge/Skills:

Must be fully/independently technically competent and physically capable to perform computer duties as listed within with technical guidance of the Desktop Administrator. Must be able to rapidly read, comprehend, and put to practical use, a wide variety of technical literature. Must be able to translate technical information and procedures into user solutions. Must be able to write and speak clearly to communicate effectively with users. Must develop and produce without assistance presentation-quality User Requirements and documentation. Must impart confidence to the users. Must respond to emergencies major incidents in accordance with department service level agreements.in a timely manner. Must respond to and actively participate in disaster situations to restore information access to critical users such as administrators, doctors, nurses, and patients.

Contacts:

Communicates with and actively participates with all levels within the corporation