IT Service Analyst III

Altru Health System•Grand Forks, ND

13d•Onsite

About The Position

The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests. This role provides top-level IT support and technical assistance for incoming calls and tickets related to computer systems, software, hardware, and the phone system. The analyst will document and manage calls in the ticketing system, acting as the primary point of contact for customer service issues and requests. This position requires gaining and acquiring extensive knowledge of diverse computer systems, equipment, applications, and services, and providing solutions to a wide array of day-to-day issues and requests. The analyst takes responsibility for issues or requests, ensuring proper resources are deployed and a resolution or fulfillment is provided. They will work closely with staff to manage time-sensitive projects and tasks, and collaborate with Technical Support and Application Support teams to complete projects, troubleshoot issues, and document extensive knowledge into the Service Now System. Additionally, this role assists with the onboarding and training of new employees. This is an on-site position located in Grand Forks, North Dakota, with a work schedule of 40 hours per week, Monday - Friday between 7 am and 6 pm, with occasional weekend work.

Requirements

A minimum of 6 years Related Experience
Proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.
Driver's License with Acceptable Driving Record | Driver's License - Current State Licensed | Prior to Start Date | HR Primary Sources

Nice To Haves

Bachelors - Computer and Information Science
Bachelors - Related Field

Responsibilities

Provides phone queue coverage.
Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures.
Fulfills customer requests in an effective, efficient, and acceptable fashion.
Troubleshoots and resolves issues in an appropriate timeframe.
Demonstrates the ability to prioritize job duties and requirements in order to meet the customer’s needs.
Documents all appropriate activities using current IT Service Management tools.
Assists with appropriate knowledge creation and maintenance in current knowledge base system.
Participates in projects and completes tasks within scheduled time.
Assists in maintaining customer accounts.
Develops advanced support knowledge for most systems and hardware (computers phones and printers).
Helps with onboarding/training of new employees.
Leads various projects for the team.
Works with Technical Support to be hands on assistance.
Assistance with facilitating IT projects and facility moves.
Performs other duties as assigned or needed to meet the needs of the department/organization.