IT Service Desk Analyst III

Solis Mammography•Addison, TX

71d•Hybrid

About The Position

Looking to elevate your career? Join us! This role is a Full-Time, 40 hours per week position with a Hybrid work location in Addison, TX. The department offers the ability to work collaboratively in multiple areas within the organization, opportunity to work with cutting-edge technology, and a fast-paced working environment that allows for new learning opportunities.

Requirements

5+ years of experience and/or a college degree in IT
ITIL training and experience
Background in incident and problem management
Supporting an environment that utilizes Windows 10/11, macOS and IOS
Supporting Microsoft Office End User experience
Intermediate knowledge of Group Policy, Active Directory Administration
Intermediate knowledge of workstation imaging systems (e.g., SCCM, KACE)
Advanced knowledge of hardware troubleshooting in a service desk environment
Experience troubleshooting branch network related issues.
Advanced knowledge of Windows Server Roles, Services and Features.
Advanced troubleshooting of enterprise level printing and faxing.
Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.)
Ability to train and coach team members.
Strong communication, critical thinking, and interpersonal skills

Nice To Haves

Prior experience in a Healthcare technical environment preferred
Prior experience supporting clinical applications (e.g., PACS, RIS, HIS, MRS)
College degree in a relevant IT field preferred

Responsibilities

Acts as the routine escalation point, receiving and handling requests for support.
Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
Monitors service delivery channels and collects performance data.
During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Understands, promotes, and demonstrates the Solis Way.
Provides third level technical support to end users for technology-related issues through escalations by the second level team.
Serves as the Subject Matter Expert of products/software – independent research, problem solving, and vendor management.
Ensures proper documentation for each interaction and escalates when necessary to appropriate parties.
Maintains records, informs users about the process and advises relevant persons of actions taken.
Systematically interprets user problems and identifies solutions and possible side effects.
Provides quality standard verification on Tier I & II documentation and troubleshooting and gives constructive feedback directly to Tier I & II team members on improvement opportunities.
Initializes critical incident management process through problem management and communicates impact to the organization.
Contributes to the IT Knowledge Base and approves newly submitted or updated solutions to resolve end-user incidents or service requests.
Facilitates knowledge transfer from other teams and provides training to the Tier I & II team members.
Has oversight for the identity management process, including user onboarding, transfers, and offboarding.
Provides as needed backup of Tier I & II by directly supporting end-users through phone, email, and web portal.
Procures and oversees configuration of new or replacement workstations, parts, and supplies.
Assists Systems Engineers with software deployment, updates, and troubleshooting as needed.
Aids with new site buildouts with as needed hands-on support.
Provides after-hours and on-call coverage for IT systems as required by IT management.
Must be flexible in work hours and strive for customer service excellence.