IT Service Desk Analyst Weekends

Vibra Healthcare • Mechanicsburg, PA

2d

About The Position

The Service Desk Analyst supports Vibra Healthcare’s Service Desk as a single point of contact for triaging and resolving service disruptions affecting hospitals, employees, applications, hardware, and vendors. The role also handles security requests for new accounts, terminations, shared-file access, and application permissions. The analyst answers technical questions, provides resolutions, records calls and incidents accurately, performs level-1 troubleshooting, escalates issues to level-2 support when required, and records lessons learned in the Service Desk Knowledge Base.

The schedule is Friday through Tuesday, with Wednesday and Thursday off. Available shifts are 7 a.m. to 4 p.m. or 2 p.m. to 10 p.m. Holiday support is required on a rotational basis, and overnight or weekend support may be required.

Requirements

• High school diploma or GED.
• At least three years of Service Desk, Help Desk, or Call Center experience.
• At least two years of experience with clinical/technical problem resolution and support.
• Current, valid, and active driver's license.
• Ability to work with leaders and employees in a hospital setting and with outside vendors professionally.
• Strong customer service, organizational, and prioritizing skills.
• Freedom from illegal use of, and effects of use of, drugs and alcohol in the workplace.

Nice To Haves

• A technology-oriented bachelor's degree or commensurate experience.
• ITIL Foundations, Service Desk+, or Help Desk certification.
• Experience installing and supporting HP, Ricoh, and Brother printers.
• Experience supporting and troubleshooting Windows 11 on laptops and workstations.
• Experience supporting Microsoft Active Directory and security provisioning.
• Experience supporting Microsoft Office, Outlook, Teams, and SharePoint.
• Experience with InTune, Control-Up, and Logmein.
• Experience supporting and troubleshooting Apple iOS on iPhones and iPads.
• IT support background that includes troubleshooting hardware and network problems.
• ITSM ticketing system experience.
• Freshservice ticketing experience.
• Superior teamwork skills.
• Excellent documentation skills.
• Wellsky (EHR) knowledge.
• Knowledge of regulatory standards and compliance requirements.
• Ability to make independent decisions when circumstances warrant.
• Working knowledge of computer and software applications used in job functions.

Responsibilities

• Triage and resolve service disruptions affecting Vibra hospitals, employees, applications, hardware, and vendors.
• Fulfill security requests for new accounts, terminations, shared-file access, and application permissions.
• Answer technical questions and provide resolutions.
• Accurately record calls and incidents.
• Provide level-1 troubleshooting and escalate issues to level-2 support as required.
• Capture lessons learned in the Vibra Service Desk Knowledge Base.
• Provide holiday support on a rotational basis.

Benefits

• Medical PPO plans with high- and low-deductible options, HSA options, and HMO options in some markets.
• Free prescription plans.
• Dental and vision coverage.
• Life insurance.
• Disability benefits.
• Employee Assistance Plan.
• Flexible Spending plans.
• 401(k) matching.
• Additional critical illness, accident, and hospital plans.
• Company discounts for mobile phone service, electronics, clothing, and other items.
• Pet insurance.
• Group legal assistance for personal legal matters.
• Tuition and continuing education reimbursement.
• Work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED