IT Service Desk Analyst I
About The Position
Under direct supervision and in accordance with IT service level agreements, primarily provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Support is provided primarily via telephone, email and remote assistance. The analyst may be required to visit customers on premise and at remote sites, under the direction of the Team Lead, Service Desk Manager, or a designee. Responsibility includes IT Service Desk inbound calls, ticket processing, routing and escalating non-first level resolvable customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned.
Requirements
- 1 years’ experience in a Technical Support Call Center setting.
- Excellent Soft skills are a requirement.
Nice To Haves
- Hospital experience preferred.
- Experience with Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
- Skill in Imaging, Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred.
- CompTIA A+, ITIL, HDI or MTA (Microsoft Technology Associate), or MCP Preferred.
Responsibilities
- Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
- Logs and responds to Tier I incidents and service requests within SLA timelines and GBMC Greater Behaviors.
- Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements. Though rare, this includes flexing hours as required to include evenings, nights, and/or weekends and holidays.
- Creates documentation necessary to install and provide ongoing support for current systems.
- Utilizes and helps manage a software and hardware inventory management system.
- Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components.
- Provides On Call support, 24x7, on a rotating basis as determined by the Service Desk Manager and department procedure.
- Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.
- All roles must demonstrate GBMC Values: Respect, Excellence, Accountability, Teamwork, Ethical Behavior, Results.
Benefits
- On-call responsibility for Desktop support
- Must Have Own Transportation to Support Remote Sites and On Call Responsibilities.
- Must be flexible in supporting 24 hours call center, 7 days a week.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
