IT Service Desk Analyst III
About The Position
Under limited supervision and in accordance with IT service level agreements, provides Tier 1 first level resolvable phone, email, and remote support for the IT Service Desk. Additionally, provides more complex Tier 2 and Tier III support for all client technology and associated peripherals through analysis and methodical troubleshooting. Supports Tier I and Tier II analysts in resolving and training on more complex software installs and hardware resolution. Support is provided via telephone, ticketing system, email, remote assistance, customer site visit, and manager escalation. Staffs the IT Service Desk Call Center, handling ticket processing, routing, and escalating non-client technology-related 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. Acts as the technical escalation point for the Service Desk.
Requirements
- 4 years’ experience in a Technical Support Call Center setting preferred.
- Hospital experience is preferred.
- Experience with Windows 7, Windows 8.1, Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
- Skill in Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred.
- Excellent Soft skills and customer facing skills.
- Data analytics and report building.
- At least one of the following: CompTIA A+, CompTIA Network+, MCP, MCSA. Must be an active certification.
- Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds.
- Includes on-call responsibility for Desktop support.
- Must be flexible in supporting 24 hours call center, 7 days a week.
- Must Have Own Transportation to Support Remote Sites and On Call Responsibilities.
Nice To Haves
- Bachelor’s Degree preferred, or Equivalent Technical Experience
Responsibilities
- Logs, responds to, and resolves Tier I and Tier II first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.
- Logs and responds to Tier 2 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, including flexing hours as required to include evenings, nights, and/or weekends and holidays.
- Evaluates customer needs and makes technical recommendations that comply with current GBMC standards and technical guidelines.
- Creates documentation necessary to install and provide ongoing support for current systems for Tier I triage support.
- 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 Client Support Manager and department procedure.
- Provides follow-up with customer and support resources to ensure completion of customer’s call and customer satisfaction.
- Demonstrates GBMC Values: Respect, Excellence, Accountability, Teamwork, Ethical Behavior, and Results.
Benefits
- Competitive salary
- Generous paid time off
- Free parking
- Monthly MTA bus pass subsidy-85% paid by GBMC "if applicable"
- Company subsidized onsite fitness and wellness center "if applicable"
- Pre-paid tuition to pursue professional development, additional certifications, and degree programs
- Comprehensive health, dental, and vision coverage
- 401 (a) and 403 (b) retirement savings plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
