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

Trinity Health-posted 6 months ago
Full-time • Entry Level
Livonia, MI
5,001-10,000 employees
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Under general supervision is responsible for providing the single point of customer contact, support or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported TIS systems. The majority of this work will be in a high volume call center style environment. At least 2 days per week on-site required, in either Livonia, Michigan, or New Town Square, Pennsylvania.

  • Addresses all customer contacts (e.g. phone, email, self-serve, webchat, and online access) promptly and efficiently within a specific timeframe.
  • Provides initial support or escalates calls to appropriate system support teams.
  • Assists majority of customers in resolving their issue during first contact.
  • Resolves problems for various applications, password reset/unlocks, multi-factor authentication (MFA), resets printers/terminals and provides user education on all TIS supported systems and telecommunications.
  • Demonstrates an ability to understand the customer’s needs through developed listening and troubleshooting skills.
  • Conveys information in a positive, effective and clear manner in individual and group conversations.
  • Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment.
  • Documents issues in the call tracking system utilizing clear and concise problem descriptions.
  • Understands and follows defined departmental policies, procedures and processes in a team environment.
  • May be responsible for and familiar with provisioning and user account maintenance.
  • Interfaces with users and appropriate personnel providing login ID, access, connectivity and emergency removal to applications and systems.
  • Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct.
  • 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.
  • Must be proficient in the use of computers in order to provide initial system telephone support service.
  • Experience in utilizing a call-tracking tool is desired.
  • Basic knowledge of the call center environment and the importance of time management skills desired.
  • Well-developed typing/keyboard skills required (40 WPM).
  • Working knowledge of Active Directory and Azure Active Directory.
  • Must be comfortable operating in collaborative, shared leadership environments.
  • Service Now
  • Microsoft O365 suite
  • Azure
  • Multi-factor authentication
  • Equal Opportunity Employer
  • Commitment to diversity and inclusion
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