SERVICE DESK ANALYST – INFORMATION TECHNOLOGY
Reno Business Park, 27823 State Route 7, Reno, Ohio, United States of America Req #2924
Thursday, July 21, 2022
Status: Full Time - 80 hours
Hours: Monday-Friday - 8am-4:30pm
In an environment of continuous quality improvement, the Service Desk Analyst is responsible for providing quality first-level support to IT users and employing a high degree of customer service, technical expertise and timeliness. This position is responsible for maintaining a knowledge base to optimize problem resolution, tracking calls and entering solution data and following through on resolution with end users. The Service Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.
High School Diploma, GED or equivalent required
Associates Degree in CS/IT preferred
Minimum of 1 year of experience in a service desk environment preferred
Experience resolving escalated customer and vendor issues preferred
Experience in healthcare information technology preferred
HDI Support Center Analyst Certification within one year of hire date required
MCSE Certification or A+ Certification preferred
Knowledge of ITSM / ITIL helpful
Knowledge of basic computer hardware
Knowledge of Citrix and VPN
Strong listening, verbal, and written communication skills
A strong sense of urgency and the ability to multi-task effectively with attention to details
Well-developed organizational, communications and time management skills
A strong business maturity and professionalism is essential
Ability to troubleshoot, analyze and resolve customer concerns
High technical aptitude and strong PC literacy skills including function and capabilities
Ability to work independently as well as part of a team and function well under pressure
Basic typing skills
Extensive application support experience with Microsoft
Working knowledge of a range of diagnostic utilities
Experience with desktop and server operating systems
Familiarity with the fundamental principles of ITIL
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
Strong documentation skills
Fluent English language skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Fields incoming requests to the Service Desk via telephone, e-mail, and in person when needed to ensure courteous, timely and effective resolution of end user issues
Documents all pertinent end user identification information including name, department, contact information, and nature of problem or issue
Prioritizes and schedules problems, escalating problem (when required) to the appropriately experienced technician
Researches, resolves, and responds to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group
Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
Accesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution
Routinely contributes to the Knowledge Base
Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity
Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
Participates in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed
Applies diagnostic utilities to aid in troubleshooting
Builds rapport and elicit problem details from service desk customers
Identifies and learn appropriate software and hardware used, and supported, by the organization
Performs post-resolution follow ups to help requests
Reinforces SLAs to manage end-user expectations
Communicates effectively in both written and oral format following the AIDET model.
Assumes all other duties and responsibilities as necessary.
Willing to work flexible hours
Serves in an on-call capacity to troubleshoot and mitigate urgent and high level system issues occurring after-hours and on weekends.
Assumes all other duties and responsibilities as necessary.
Compensation Details: Education, experience, and tenure may be considered along with internal equity when job offers are extended. Minimum hiring rate for this position is listed below.
Memorial Health System is proud to offer an affordable, comprehensive benefit package to all full time and flex time employees.
Medical Insurance – PPO & HDHP
Dental and Vison Insurance
Health Saving Account
Flexible Spending Account
Pension Plan – Defined Contribution
403b Retirement Plan
Voluntary Life Insurance
Short-Term & Long-Term Disability
Holiday Pay & Premium
Performance & Market Increases
Relocation Package, if applicable
This position is patient facing and/or requires close interaction with other employees, or other factors that would compel mandatory vaccinations unless otherwise approved for a medical or religious exemption.
Memorial Health System is an equal opportunity provider and employer.
If you wish to file a Civil Rights program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, found online at https://www.ocio.usda.gov/document/ad-3027, or at any USDA office, or call (866) 632-9992 to request the form. You may also write a letter containing all of the information requested in the form. Send your completed complaint form or letter to us by mail at U.S. Department of Agriculture, Office of the Assistant Secretary for Civil Rights, 1400 Independence Avenue, S.W., Stop 9410, Washington, D.C. 20250-9410, by fax (202) 690-7442 or email at email@example.com.
Job Family Non-Clinical Job Function Frontline Employee Pay Type Hourly Min Hiring Rate $17.11