Service Desk Analyst III-ARMC(FT, Variable)
About The Position
The Service Desk Analyst III provides proficient, professional, and skilled support to implement effective technology and information practices and to ensure computers operate properly so caregivers can accomplish business tasks. The role resolves escalated caregiver help requests within established service-level agreements, using diagnostic and help-request tracking tools and providing in-person, hands-on assistance when needed. It provides tier 2 phone and email support for hardware and software issues, assists with enterprise applications including the EMR, and supports incidents through resolution while maintaining caregiver satisfaction. The position is full-time and variable, based in the Chillicothe IT department. It participates in a 24x7 on-call rotation and leads small to medium-sized projects, providing status reports to stakeholders.
Requirements
- High school diploma or GED.
- 1–2 years of experience related to customer service, help desk, or service desk work.
- Ability to work collaboratively in a team-oriented environment with a strong customer-service focus.
- Experience supporting Microsoft Office Suite, including Outlook, and handheld devices.
- Ability to be self-motivated and effectively prioritize and execute tasks in a high-pressure environment.
- Strong knowledge and experience supporting Microsoft Windows.
- Ability to communicate and work with senior management and caregivers.
- Ability to build rapport with users of varied personality types and at all levels.
- Knowledge of ITIL practices and the ITIL framework.
- Knowledge of email architecture, services and protocols, and Outlook configurations.
- Knowledge or experience with VDI, VPN clients, and the web.
Nice To Haves
- Bachelor’s degree.
- 3–5 years of customer service, help desk, or service desk experience.
- Exposure to ITIL practices.
Responsibilities
- Provide tier 2 phone and email support to caregivers for hardware and software failures.
- Assist end users with the EMR and other enterprise applications.
- Respond to service requests, including password resets and system access requests.
- Prioritize incidents based on end-user urgency and organizational impact.
- Own incidents to ensure timely resolution.
- Manage end-user relationships to support caregiver satisfaction.
- Accurately log incident details and document resolutions.
- Remotely connect to end-user workstations to troubleshoot issues as needed.
- Monitor tickets assigned to the Service Desk queue and process them first-in, first-out.
- Participate in a 24x7 on-call rotation with support team members.
- Lead small to medium-sized projects and provide stakeholders with status reports.
- Demonstrate knowledge of and support hospital and IT mission, vision, values, policies, procedures, operating instructions, confidentiality standards, and ethical conduct.
- Provide in-person, hands-on assistance when needed to resolve escalated support requests.
Benefits
- Competitive compensation and benefits.
- Tuition assistance and education support.
- Strong healthcare coverage options.
- 3.5% retirement match with automatic annual increase.
- Paid time off that grows with tenure.
- Emerging leader and leadership development programs.
- Skill-building and lateral career opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
