Information Systems Support Analyst

Shepherd Center • Atlanta, GA

2d • Onsite

About The Position

The Information Systems Support Analyst provides Tier 1 user support, including Service Desk phone and email support and assistance with workstations, printers, client-side devices, and desktop applications. The role also handles computer equipment additions, moves, and installations and resolves incidents and service requests through the ServiceNow ITSM system. This is an onsite, in-office position in Atlanta, Georgia, and participates in a Tier 1 on-call rotation that may require flexible scheduling and occasional non-standard shifts, including evenings, overnight, weekends, and holidays, as needed.

The analyst serves as a central point of contact for authorized users with computer or network problems, prioritizes incidents using the Impact and Urgency matrix, documents and routes incidents, troubleshoots and resolves issues within service level agreements, and escalates issues when appropriate. The role also supports workstation and application configuration standards, deployment controls, compliance reviews, root cause analysis, knowledge documentation, and user administration. The position requires reporting safety incidents and helping ensure compliance with applicable regulatory requirements and organizational policies.

Shepherd Center provides clinical care, research, and family support for people with complex conditions, including spinal cord and brain injuries, multi-trauma, traumatic amputations, stroke, multiple sclerosis, and pain. The organization describes its culture as one of hope, humor, and hard work, and highlights career growth, supportive leadership, strong coworker relationships, and staff activities.

Requirements

• High school diploma or equivalent.
• At least 1 year of Help Desk or Desktop support experience.
• Excellent interpersonal skills for user support.
• Previous experience with midsize computer installation, setup, and maintenance.
• Knowledge of personal computer systems.
• Knowledge of Windows-based software.
• Knowledge of Microsoft Office products, including Excel, Outlook, and Word.
• Typing speed of 50 words per minute.
• Ability to troubleshoot basic computer and software issues and document the steps taken.
• Ability to lift 50 pounds.
• Ability to answer telephones.

Nice To Haves

• Bachelor’s degree with a major in Management Information Systems, Computer Information Systems, or equivalent.
• Strong working knowledge of desktop operating systems and applications.
• Familiarity with ServiceNow ITSM.

Responsibilities

• Provide customer service and Tier 1 user support through the Service Desk phone and email.
• Act as a central point of contact for authorized users, customers, and business partners reporting computer or network problems.
• Use the Impact and Urgency matrix to prioritize incidents.
• Promptly create and document incidents for reported Information Systems problems.
• Route incidents to the appropriate Assignment Groups.
• Troubleshoot and resolve hardware and software incidents reported to the Service Desk, consistent with service level agreements where possible.
• Escalate issues to the Service Desk Manager and/or Operations Manager when appropriate.
• Document incident resolutions thoroughly and promptly.
• Prepare and update reference documentation for Service Desk staff.
• Implement, maintain, and monitor controls used to deploy Shepherd Center’s Information Systems.
• Assist in developing and enforcing workstation and application configuration standards.
• Review logs for software, release, and version compliance.
• Perform root cause analysis when appropriate.
• Develop checklists for typical problem resolution and recommend procedures and controls to prevent problems.
• Assist with Knowledge Article development and share existing articles with users, encouraging appropriate use of the ServiceNow self-service portal.
• Perform user administration and workstation duties when assigned.
• Handle computer equipment additions, moves, and installations.
• Participate in the Tier 1 on-call rotation, including occasional non-standard shifts as required.
• Report employee, patient, or visitor injuries, accidents, and other safety issues to the supervisor and through the occurrence notification system.
• Practice proper safety techniques and monitor compliance with regulatory requirements, organizational standards, and relevant policies and procedures.
• Identify potential risks within the area of responsibility and support the problem-resolution process.
• Perform other related duties as required.

What This Job Offers

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