IT Service Desk Analyst II

Emory Healthcare•Tucker, GA

3d•$25 - $31•Remote

About The Position

The IT Service Desk Analyst II provides customer support for IT 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 Service Desk supports a healthcare and hospital/clinic user base and handles a high volume of hardware, software, and healthcare application requests. The position is remote, though an occasional onsite visit may be required, and candidates should be tied to Emory’s local market for possible onsite meetings. The Service Desk operates 24/7, 365 days a year. Candidates must be flexible to work any assigned shift, including one weekend day per week and holidays. Initial training is approximately one month, scheduled 7:30 a.m.–4:00 p.m. EST, Monday through Friday; 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; alternatively, two years of experience in computer support operations without a degree.
Prior IT help desk or service desk experience in a high-volume environment is crucial.
Flexibility to work any assigned shift, including one weekend day per week and holidays.
Ability to complete the initial Monday–Friday training schedule of 7:30 a.m.–4:00 p.m. EST.
Follow established procedures for HIPAA guidelines when handling protected health information.

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.
Experience supporting another large healthcare organization or large enterprise environment.

Responsibilities

Work in the ServiceNow incident-management ticket queue and accurately document issues and resolutions.
Troubleshoot Microsoft and Apple devices, including hardware, software, password resets, 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 expedite incident details and assignments.
Follow established procedures for HIPAA compliance when handling protected health information.
Participate in the Knowledge Centered Support process to ensure customers receive complete, concise, and standard information and resolutions.
Contribute to creating, modifying, and publishing knowledge entries.
Maintain in-depth knowledge of provided services and ensure a positive customer experience.
Follow up on high-priority incidents to help ensure issues are properly addressed.
Act as a customer advocate by following up on status requests with resolver groups and providing 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.