Help Desk Analyst

ThedaCare

10h • Onsite

About The Position

The Help Desk Analyst serves as the first level of support for customers of all ThedaCare and independent practices for information technology systems by answering customer concerns regarding all supported software and hardware. Is responsible for troubleshooting basic customer requests and documenting more complex issues to escalate to second tier analyst.

Requirements

• High School diploma or GED preferred
• Must be 18 years of age
• Three years of experience in an information technology related job

Responsibilities

• Commits to and is accountable for providing quality service to internal and external customers.
• Utilizes work queues to correct issues with various systems. Troubleshoots problems by anticipating and intervening in areas of customer needs, providing timely and accurate responses. Follows standard work related to departmental system checks and maintenance.
• Aids with documentation and maintenance of the knowledge base to ensure usability and standardization.
• Collaborates with multiple departments/functional areas to effectively and efficiently provide customer service and achieve the desired outcomes. Knows and understands when to expedite, escalate, and redirect issues and situations to other resources.
• Respectfully addresses situations or decisions to ensure customer needs and concerns are met and ensures adherence to confidentiality. Demonstrates professional relationship with all team members and customers, internal and external. Responds with a sense of urgency, owns the issue, exceeds expectations, drives resolution, and performs follow up as necessary.
• Comprehends customer’s level of knowledge related to information technology. Troubleshoots the situation at hand by asking relevant questions.
• Communicates and educates appropriately to ensure understanding. Promotes continuous learning for the customer to assist customers in becoming self-sufficient with computer/software use.
• Develops and supports effective team interactions through open and honest communication, receptive to feedback and mentoring. Develops and supports relationships that create an environment where individuals and team members learn and grow professionally.

Benefits

• Lifestyle Engagement (e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support)
• Access & Affordability (e.g. minimal or zero copays, team member cost sharing premiums, daycare)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED