IT Service Desk Analyst I

Advocate Health and Hospitals Corporation•Charlotte, NC

1d•Remote

About The Position

Provides initial technical support to customers and delivers an excellent customer experience when addressing computer, server, application, and hardware issues. Assesses issues, responds to incidents and service requests, and resolves or escalates them using documented procedures and checklists, including simulating or recreating incidents. Records customer interactions in the tracking system and escalates complex problems to more experienced support when necessary. This is a fully remote role for applicants working from the listed eligible states. Remote work is not permitted, even temporarily, from California, Colorado, Washington, New York City, or internationally. The schedule is Monday through Friday, 8 a.m. to 5 p.m.; the Service Desk operates 24/7/365, and advance availability for other shifts—including evenings, overnights, and weekends—is required. The role may require occasional travel and independent work in a distraction-free remote environment. The position is in Advocate Health’s Enterprise Corporate Service Desk. Advocate Health is a nonprofit integrated health system created from the combination of Advocate Aurora Health and Atrium Health. It employs 155,000 teammates across 69 hospitals and more than 1,000 care locations. The role is full-time, benefits-eligible, and pays $24.10–$36.15. Relocation, visa sponsorship, and visa transfer are not available for this position.

Requirements

High school diploma or equivalent.
Typically, at least 1 year of experience in customer service, a call center, or Service Desk support.
Strong interpersonal, customer service, and service recovery skills; basic understanding of call centers and call-tracking systems.
Strong technical aptitude and ability to learn quickly and support software applications.
Understanding of Information System technical components, including basic hardware, platform, database concepts, and terminology.
Ability to manage multiple priorities in a dynamic work environment.
Analytical and problem-solving skills.
Strong written and verbal communication skills, including communicating effectively with a diverse customer population at their level.
Ability to use and manage a standard multiple-line telephone system.
Ability to maintain confidentiality and work as part of a team.
Ability to recognize issues that may adversely affect the business if not escalated appropriately.
Ability to work independently in a remote environment free from distractions.
Ability to sit for extended periods and perform fine hand manipulation when using a keyboard.
Flexibility to be available in advance for other shifts, including evening, overnight, and weekend shifts.
Ability to travel occasionally, potentially encountering road and weather hazards.
Operate the equipment necessary to perform the job.

Responsibilities

Provide exceptional, respectful, and patient customer service in alignment with organizational values.
Troubleshoot and resolve basic issues involving LAN/WAN-based software, desktop computing equipment, printers, network status, and applications.
Gather information about customer issues by asking clarifying questions, presenting options or solutions, and determining complexity.
Simulate user issues as needed to assist with resolution.
Analyze basic issues and identify workable solutions; perform routine procedures to remedy issues or fulfill requests.
Escalate unresolved issues to second-tier or more experienced support using appropriate procedures.
Document customer interactions thoroughly and accurately in the service management and call-tracking systems.
Meet established Service Desk key performance indicators while recording customer interactions accurately, quickly, and efficiently.
Provide callbacks and follow-up as needed to close tickets and maintain successful call closure rates.
Keep customers informed about request status when an immediate remedy is unavailable.
Provide technical hints and tips to proactively assist customers.
Adhere to Advocate Health policies and procedures.

Benefits

Comprehensive benefits and well-being programs.
Paid time off programs.
Medical, dental, vision, life, and short- and long-term disability coverage.
Flexible Spending Accounts for eligible health care and dependent care expenses.
Adoption assistance and paid parental leave.
Defined contribution retirement plans with employer match and other financial wellness programs.
Educational Assistance Program.
Premium pay, such as shift and on-call pay, based on teammate circumstances.
Incentive pay for select positions.
Opportunity for annual performance-based increases.
Career development programs.