IT Service Desk Analyst
About The Position
The Service Desk Analyst is responsible for supporting the Vibra Service Desk’s single point of contact role for triage and resolution of service disruptions that affect Vibra hospitals, employees, applications, hardware, and vendors. The Service Desk Analyst is also required to fulfill security requests for new accounts, terminations, shared file access, and application permissions. The position will require that the individual answer technical questions, provide resolutions, accurately record all calls and incidents, provide level-1 troubleshooting, escalate to level-2 support as required, and ensure the capture of all lessons learned within the Vibra Service Desk Knowledge Base.
Requirements
- HS diploma or GED required.
- At least three (3) years of Service Desk, Help Desk, or Call Center experience required.
- At least two (2) years of experience with clinical /technical problem resolution and support.
- Holiday support on a rotational basis required.
- Overnight and weekend support may be required.
- Current, valid and active driver’s license required.
Nice To Haves
- A technology-oriented bachelor’s degree or commensurate experience is desirable.
- ITIL foundations, Service Desk+, Help Desk certificated desirable.
- Experience installing and supporting HP, Ricoh, and Brother printers.
- Experience supporting and troubleshooting Windows 11 Operating System on Laptops and Workstations.
- Experience supporting Microsoft Active Directory, and Security Provisioning.
- Experience supporting Microsoft Office, Outlook, Teams and Sharepoint.
- Experience with the following tools: InTune, Control-Up, and Logmein.
- Experience supporting and troubleshooting Apple IOS on Iphones and Ipads.
- IT support background includes troubleshooting hardware and network problems.
- ITSM Ticketing system experience a plus.
- Freshservice ticketing experience a plus.
- Superior teamwork skills.
- Excellent documentation skills a plus.
- Ability to work with leaders and employees within a hospital setting.
- Ability to work with outside venders in a professional manner.
- Wellsky (EHR) Electronic Health Record 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.
- Freedom from illegal use of and effects of use of drugs and alcohol in the workplace.
- Strong customer service, organizational and prioritizing skills.
Responsibilities
- Support the Vibra Service Desk’s single point of contact role for triage and resolution of service disruptions that affect 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 all calls and incidents.
- Provide level-1 troubleshooting.
- Escalate to level-2 support as required.
- Ensure the capture of all lessons learned within the Vibra Service Desk Knowledge Base.
Benefits
- Medical PPO high and low deductible plans / HSA options as well as HMO options in some markets
- FREE prescription plans
- Dental and Vision coverage
- Life insurance
- Disability Benefits
- Employee Assistance Plan
- Flex Spending plans
- 401K matching
- Additional Critical Illness, Accident, and Hospital plans
- Company discounts for mobile phone service, electronics, cell phones, clothing, etc
- Pet Insurance
- Group legal – provides legal assistance with personal legal matters
- Tuition and continuing education reimbursement
- Work life balance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
