IT Help Desk Analyst 1 (evening shift) - HYBRID (2 days per week onsite)

Trinity Health-posted 6 months ago
Full-time • Entry Level
Hybrid • Livonia, MI
5,001-10,000 employees
Religious, Grantmaking, Civic, Professional, and Similar Organizations
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The position requires at least 2 days per week on-site in either Livonia, Michigan, or New Town Square, Pennsylvania. The majority of the work will be in a high volume call center style environment. The role involves providing a single point of customer contact, support, or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported TIS systems. The employee will be responsible for addressing customer contacts promptly and efficiently, providing initial support or escalating calls to appropriate system support teams, and assisting customers in resolving their issues during the first contact.

  • Demonstrate the mission, vision, and values of Trinity Health in leadership behaviors, practices, and decisions.
  • Address all customer contacts promptly and efficiently within a specific timeframe.
  • Provide initial support or escalate calls to appropriate system support teams.
  • Assist customers in resolving their issues during first contact.
  • Resolve problems for various applications, password resets/unlocks, multi-factor authentication, and provide user education.
  • Utilize available resources to assist in troubleshooting issues in a call center environment.
  • Document issues in the call tracking system with clear and concise problem descriptions.
  • Follow defined departmental policies, procedures, and processes in a team environment.
  • Maintain a working knowledge of applicable laws/regulations and Trinity Health policies.
  • Associate's degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred.
  • Minimum of one (1) year customer service experience or demonstrated ability is required.
  • At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication, and various clinical applications is preferred.
  • Proficient in the use of computers to provide initial system telephone support service.
  • Basic knowledge of the call center environment and time management skills desired.
  • Well-developed typing/keyboard skills required (40 WPM).
  • Working knowledge of Active Directory and Azure Active Directory.
  • Comfortable operating in collaborative, shared leadership environments.
  • Experience in utilizing a call-tracking tool is desired.
  • Basic knowledge of the call center environment and the importance of time management skills desired.
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