IT Service Desk Analyst II

Emory•Atlanta, GA

2d•Remote

About The Position

The IT Service Desk Analyst II provides customer support for IT-related issues reported by phone, email, voicemail, and customer-submitted incidents. The analyst communicates courteously and effectively, anticipates customer needs, documents reported issues in detail, and resolves them or assigns them appropriately in ServiceNow. The role supports a high-volume queue involving hardware, software, password resets, and healthcare-specific applications, with a focus on delivering a positive customer experience and meeting service standards. The position is 100% remote, though rare onsite visits may be required. Candidates should be tied to Emory’s local market in case an onsite meeting is needed. The service desk operates 24 hours a day, 365 days a year. Employees must be flexible to work an assigned shift, including one weekend day each week and holidays. Initial training is scheduled Monday through Friday, 7:30 a.m. to 4 p.m. EST, for roughly one month; a specific shift is assigned after training based on team logistics.

Requirements

Associate degree in computer science and one year of experience in a direct user-support help desk environment, including use of Microsoft Office Suite; or two years of experience in computer support operations without a degree.
Prior IT help desk or service desk experience in a high-volume environment.
Ability to work a flexible assigned shift, including one weekend day per week and holidays.
Ability to complete initial training Monday through Friday, 7:30 a.m. to 4 p.m. EST.
Ability to support a high-volume queue involving hardware, software, and healthcare-specific applications.

Nice To Haves

Previous service desk experience for a healthcare organization.
High-volume IT service desk experience.
A+ certification, Support Center Analyst certification, or an information-systems-related certification.

Responsibilities

Work the ServiceNow incident-management ticket queue and accurately document issues and resolutions.
Troubleshoot Microsoft and Apple devices, including hardware, software, password-reset, and application-related issues.
Use established processes, tools, knowledge entries, and templates to resolve customer issues at initial contact.
Monitor assigned ServiceNow tickets, follow up with customers, clarify incident details, document troubleshooting and progress, and reassign or resolve tickets as appropriate.
Recommend new incident templates to improve incident detail and assignment efficiency.
Follow established procedures for compliance with HIPAA guidelines for protected health information.
Participate in the Knowledge Centered Support process to provide complete, concise, and consistent information and resolutions.
Contribute to creating, modifying, and publishing knowledge entries.
Maintain in-depth knowledge of services and support a positive customer experience.
Follow up on high-priority incidents to help ensure issues are addressed properly.
Act as a customer advocate by following up with resolver groups on status requests and communicating updates directly to customers.
Serve as a liaison between Information Services and customers.
Provide face-to-face support and resolution for minor computer-related problems, first-level WOW Cart support, communication, documentation, and customer training.