Service Desk Analyst - Information Technology - Flex 0.5 (40 hrs biweekly)

MEMORIAL HEALTH SYSTEM • Reno, OH

7d • Onsite

About The Position

In an environment of continuous quality improvement, the Service Desk Analyst provides quality first-level support to IT users with a high degree of customer service, technical expertise, and timeliness. The role helps ensure proper computer operation so end users can accomplish business tasks. It maintains a knowledge base, tracks calls, records solution data, and follows through with end users until issues are resolved. The analyst exhibits the MHS Standards of Excellence and maintains strict confidentiality.

This flex-time position is based in Reno, Ohio, and is listed as 0.5 (40 hours biweekly). The schedule varies across eight-hour shifts, as scheduled, and includes on-call support for urgent, high-level system issues after hours and on weekends. The position requires willingness to work flexible hours.

Requirements

• High school diploma, GED, or equivalent required.
• Strong listening, verbal, and written communication skills; fluent English language skills.
• Ability to work flexible hours.
• Ability to troubleshoot, analyze, and resolve customer concerns.
• Ability to work independently and as part of a team, including under pressure.
• Basic typing skills and strong PC literacy, including understanding computer functions and capabilities.
• Ability to prioritize and execute tasks effectively in a high-pressure environment, with attention to detail.
• Strong organizational, communication, and time-management skills; professionalism and business maturity.
• Ability to conduct research into a wide range of computing issues, absorb and retain information quickly, and present ideas in user-friendly language.
• Strong documentation, analytical, problem-solving, interpersonal, rapport-building, listening, and questioning skills.
• High self-motivation and exceptional customer-service orientation.
• Experience working in a team-oriented, collaborative environment.

Nice To Haves

• Associate degree in computer science or information technology.
• At least one year of experience in a service desk environment.
• Experience resolving escalated customer and vendor issues.
• Experience in healthcare information technology.
• MCSE or A+ certification.
• Knowledge of ITSM/ITIL and familiarity with ITIL principles.
• Knowledge of basic computer hardware, Citrix, and VPN.
• Extensive Microsoft application support experience.
• Working knowledge of diagnostic utilities and experience with desktop and server operating systems.

Responsibilities

• Respond to Service Desk requests by telephone, email, and in person, providing courteous, timely, and effective support.
• Document end-user identification and issue details, including name, department, contact information, and the nature of the problem.
• Prioritize and schedule problems, escalating them to appropriately experienced technicians or groups when needed.
• Research, resolve, and respond to questions and callbacks in a timely manner and in accordance with standards.
• Record, track, and document the problem-solving process, including decisions and actions, through final resolution.
• Assist with user and support issues across company sites to distribute knowledge promptly and positively affect user satisfaction.
• Use software updates, drivers, knowledge bases, FAQ resources, and diagnostic utilities to support troubleshooting and resolution.
• Contribute routinely to the Knowledge Base and provide accurate, creative solutions to moderately complex user problems.
• Maintain current knowledge of relevant products and support policies to provide technically accurate customer solutions.
• Participate in team projects that improve Service Desk quality or efficiency and assist with special product-related issues as needed.
• Build rapport with customers and elicit relevant problem details.
• Identify and learn the software and hardware used and supported by the organization.
• Perform post-resolution follow-ups on help requests and reinforce SLAs to manage end-user expectations.
• Communicate effectively in writing and verbally, following the AIDET model.
• Provide on-call troubleshooting and mitigation for urgent, high-level system issues after hours and on weekends.
• Perform other duties and responsibilities as necessary.

Benefits

• Affordable, comprehensive benefit package for full-time and flex-time employees.
• Bonus eligibility for qualifying full-time or flex-time employees; eligibility is determined upon offer.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED