IT Service Desk Analyst

Nevada System of Higher Education • Warrenville, IL

2d • $26 - $40 • Hybrid

About The Position

As the IT Service Desk Analyst at Endeavor Health, you will be responsible for handling calls across the entire Endeavor Health system, providing front line level 1 IT support for patients using MyChart and employees and non-employees using IT Resources. This role completes basic triage and resolution or escalation of tickets and phone calls via ITSM platform and phone system. To be successful in this role, you will be expected to remain updated on the latest solutions and technologies and advocate for the adoption of industry best practices.

Requirements

• High School Diploma
• One (1) or more years of experience in customer service, technology or in a healthcare setting or relevant related industries.
• Demonstrates solid verbal and written communication skills.
• Knowledge of current versions of Windows, MacOS, and ChromeOS.
• Excellent customer service skills.
• Clear, concise written and verbal skills required to interact with customers via phone and document cases in case management system.
• Solid understanding of information processing fundamentals and best practices.
• Ability to manage multiple projects with efficiency.
• Solid domain knowledge and interpersonal skills.
• Personal and ethical accountability.
• Demonstrates analytical and critical thinking for problem solving / issue resolution.

Nice To Haves

• Previous experience in a technical 24x7 call center environment.
• Knowledge of Epic or other EHR software packages, preferred.
• Computer technical certification, preferred.

Responsibilities

• Provides assistance to internal and external users regarding computer software and hardware problems via telephone, chat, and ticketing systems and manage incoming user requests.
• Consults with Information System Support staff to determine if higher level support is needed and takes appropriate action to dispatch support.
• Manages incoming user requests, utilizing help desk tracking software.
• Provides users with professional, courteous, timely and efficient customer service support, utilizing over the phone and remote communication technologies to service the end user.
• Other duties as assigned by leadership.

Benefits

• Premium pay such as shift, on call, holiday and more based on an employee’s job (This position is eligible for Premium Pay)
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program
• Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

What This Job Offers

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