IT Service Desk Analyst
About The Position
The Service Desk Analyst supports Vibra Healthcare’s Service Desk as the single point of contact for triage and resolution of service disruptions affecting hospitals, employees, applications, hardware, and vendors. The analyst handles security requests for new accounts, terminations, shared-file access, and application permissions. The role involves answering technical questions, providing resolutions and level-1 troubleshooting, recording calls and incidents accurately, escalating issues to level-2 support when needed, and documenting lessons learned in the Service Desk Knowledge Base. Holiday support is required on a rotational basis; overnight and weekend support may also be required.
Requirements
- High school diploma or GED.
- At least 3 years of Service Desk, Help Desk, or Call Center experience.
- At least 2 years of experience with clinical/technical problem resolution and support.
- Current, valid, and active driver’s license.
- 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.
- Ability to work with leaders and employees in a hospital setting and with outside vendors professionally.
- Knowledge of WellSky (EHR) electronic health records.
- 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.
- Superior teamwork skills.
Nice To Haves
- A technology-oriented bachelor’s degree or commensurate experience.
- ITIL Foundations, Service Desk+, or Help Desk certification.
- ITSM ticketing system experience.
- Freshservice ticketing experience.
- Excellent documentation skills.
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 and level-1 troubleshooting.
- Accurately record calls and incidents.
- 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; overnight and weekend support may be required.
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, cell phones, clothing, and other items
- Pet insurance
- Group legal assistance for 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
