Service Desk Analyst III-ARMC(FT, Variable)

Adena Health•Chillicothe, OH

About The Position

The Service Desk Analyst III provides proficient, professional technology support and helps implement effective technology and information best practices. The role ensures caregivers can use properly functioning computers to accomplish business tasks, resolving escalated help requests within established service-level agreements. Troubleshooting may involve diagnostic and ticket-tracking tools as well as in-person, hands-on assistance. The position provides Tier 2 phone and email support for hardware and software issues, helps end users use the EMR and other enterprise applications, and manages incidents through resolution while maintaining caregiver satisfaction. The position is full-time, variable, and based in the IT department in Chillicothe. The analyst participates in a 24x7 on-call rotation and leads small- to medium-sized projects, providing stakeholders with status reports.

Requirements

High school diploma or GED.
1–2 years of experience related to customer service, help desk, or service desk work.
Strong customer-service focus and ability to work in a collaborative, team-oriented environment.
Ability to self-motivate, work independently, prioritize effectively, and execute tasks in a high-pressure environment.
Strong knowledge and experience supporting Microsoft Windows.
Experience supporting Microsoft Office Suite, including Outlook, and handheld devices.
Ability to communicate and work with senior management and caregivers, and build rapport with people of varied personality types and at all organizational levels.
Knowledge of email architecture, services and protocols, and Outlook configurations.
Knowledge or experience with VDI, VPN clients, and web technologies.
Ability to participate in a 24x7 on-call rotation.

Nice To Haves

Bachelor’s degree.
3–5 years of customer service, help desk, or service desk experience.
ITIL practices exposure or knowledge of the ITIL framework.

Responsibilities

Provide Tier 2 phone and email support to caregivers for hardware and software failures.
Assist end users with using 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.
Take ownership of 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 the Service Desk ticket queue and process tickets first-in, first-out.
Lead small- to medium-sized projects and provide stakeholders with status reports.
Participate in the support team's 24x7 on-call rotation.
Demonstrate knowledge of and support the hospital and IT mission, vision, values, and promise statements, policies and procedures, operating instructions, confidentiality standards, and code of ethical behavior.