IT Service Desk Analyst - On-Site; Not Remote

Ogden Clinic Careers•South Ogden, UT

6d•Onsite

About The Position

Under the direct supervision of the IT Service Desk Supervisor, the Service Desk Analyst is responsible for 1st-3rd tier support of 1500+ end-users in a Microsoft Desktop environment. This position is also responsible for installation, relocation, and maintenance of computers, software, and equipment. The Service Desk Analyst also provides support to management, providers, and staff in relation to usage of computer, network, and peripheral equipment. The role involves providing professional and courteous service to all customers, meeting behavioral expectations, supporting the dignity of all persons, and ensuring the stewardship of resources. Compliance with applicable regulatory requirements and adherence to safety guidelines are also key responsibilities. Employees must study, understand, and adhere to all Clinic policies and procedures.

Requirements

High School Diploma plus some technical training.
2+ years’ experience with computer support and repair.
Proficient in reading and interpreting documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Able to write routine reports and correspondence as well as speak effectively before groups of customers or employees.
Knowledge of PC hardware, printer repair and troubleshooting, Windows operating systems, Active Directory technologies, Ethernet (standard network protocols and cabling for wired and wireless), Internet protocols, and imaging and deployment technologies.
Must effectively manage multiple tasks simultaneously.
Must obtain and maintain eClinicalWorks Help Desk certification.
Must maintain a positive “can-do” attitude.
Must effectively participate as a team member.
Must be committed to the protection of confidential information, records, and/or reports.
Must communicate effectively, both verbal and written, in a professional and courteous manner.
Must have good focus on quality and close attention to detail, ability to self-motivate, and strong organizational skills.
Frequently lift and/or move up to 50 pounds.

Nice To Haves

General office equipment and procedure knowledge helpful.

Responsibilities

Analyze, install, configure, troubleshoot, maintain, and repair computer workstations (wired and wireless), printers, scanners, mobile devices, and other associated peripherals.
Set-up new equipment and relocate existing equipment.
Configure and install new desktop systems and peripherals.
Install and maintain authorized software.
Provide front-line support to management, providers, and staff in relation to usage of computer, network, and peripheral equipment.
Using the Service Desk system, perform cradle-to-grave management of service requests, incidents, and problems using the ITIL methodology.
Manage user account provisioning and related tasks.
Provide excellent, professional technical support to end-users both in person and on the phone.
Evaluate each phone call and on-site visit to determine appropriateness of response and referral of IT staff based on need and severity.
Remain on-call in a rotating system, prioritizing each call and escalating calls based on importance.
Assist with special projects as assigned.
Maintain confidentiality of patient records and employee/co-worker information.

Benefits

Medical (including a partially company funded HSA option and in-house discount plan)
Dental
Vision
Disability and other plan coverage options
Company paid life insurance for employees and their families
Employee Assistance Program that provides free counseling to employees and their families
Paid Time Off and Holidays
Scholarship Program
401k with generous profit sharing contributions
Competitive pay
Annual Performance/Merit Increase Program that offers up to a 5% pay increase
Salary ranges reviewed annually