Associate Service Desk Analyst
About The Position
Applies learned knowledge of information systems products and services to assist internal users with simple to complex matters. Recognizes, researches, isolates, and resolves information systems problems, and coordinates referrals to appropriate technical, professional, or service personnel for services, repairs, training, and follow-up. May provide information system library support and assist with Data Center activities as needed. Performs basic upkeep and configuration to support reliable operation of microprocessor-based computing systems, printers, and peripherals. Demonstrates a basic understanding of organizational service level agreements and departmental change-control processes, and maintains sufficient cybersecurity knowledge to perform job duties securely. The position provides basic Level I phone support, resolves routine questions and problems, logs and analyzes problem calls in ITSM software, and supports coordination among information systems personnel. It requires a customer-service orientation and basic knowledge of Windows-based PCs and Apple and Android mobile devices. The employee must protect the confidentiality of patient-care and employee information. The role also includes common departmental and organizational duties, such as maintaining required education records, participating in quality-improvement activities, following policies and scheduling practices, complying with attendance requirements, and performing related duties as assigned. Work schedule varies; the position is full-time regular at the Northgate location in Charleston, West Virginia.
Requirements
- Associate's degree, certification, or equivalent demonstrable experience.
- At least 1 year of experience in the area of specialization or a related profession.
- Basic knowledge of Windows-based PCs and Apple and Android mobile devices.
- Ability to use the support center's tool set.
- Basic understanding of customer service and ability to demonstrate a good customer-service attitude.
- Ability to maintain confidentiality regarding patient-care and employee information.
- No certification, competency, or license required.
Responsibilities
- Provide basic Level I phone support to customers using the Knowledge Database and other reference materials.
- Resolve routine questions and problems.
- Demonstrate customer-service basics and a positive customer-service attitude.
- Use the tool set employed by the support center.
- Receive, analyze, and log problem calls in ITSM software.
- Support interaction among information systems personnel to resolve problem calls.
- Maintain and protect confidentiality regarding patient care and employee information.
- Recognize, research, isolate, and resolve information systems problems; coordinate referrals for services, repairs, training, and follow-up.
- Perform basic upkeep and configuration of microprocessor-based computing systems, printers, and peripherals.
- Assist with information system library support and Data Center activities as needed.
- Maintain and document applicable required education.
- Demonstrate positive customer service and co-worker relations; comply with attendance policy.
- Participate in departmental and institutional continuous quality-improvement activities and perform work cost-effectively.
- Follow departmental pay practices and scheduling policies, including overtime, varied shifts, and on-call situations.
- Perform work in alignment with organizational mission and strategic plan; follow applicable organizational and departmental policies and procedures.
- Perform related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
