Service Desk Analyst I (FT, 100%)-Variable

Adena Health System • Chillicothe, OH

74d

About The Position

The Service Desk Analyst I will provide first line support for caregivers. This role follows standard processes and documents and resolves technical issues relating to hardware, software, network, or general computer usage. This role is responsible for fielding calls from caregivers, logging and updating incidents and following through to ensure resolution and closure of end-user support requests.

Requirements

• High school diploma.
• 1-2 years experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN).
• Experience working with a knowledge base or knowledge tool.
• Related Technical Support, Help Desk or Service Desk experience in an IT setting.

Responsibilities

• Field calls from caregivers and log incidents.
• Answer multi-line switchboard using AHS approved greeting and route calls accurately.
• Maintain telephone line forwarding and unforwarding for mobile devices and landlines.
• Respond to alarms and codes in a noisy environment, ensuring immediate response.
• Provide IT Help Desk Level 1 After Hour services, including password resets and account lockout resolutions.
• Assist After Hours IT callers and manage e-tickets.
• Provide after hours answering service for Home Care Services.
• Page and contact AHS personnel for general requests and emergency response teams.
• Maintain and update employee and department information in the Switchboard application database.
• Provide loaner pagers to staff and track their use.
• Provide general patient information to callers when Volunteer Staff are unavailable.

What This Job Offers

• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees