Service Desk Analyst
About The Position
As a Service Desk Analyst at Pine Rest, you’ll be part of tight-knit team that believes in the healing power of your expertise and compassion. You’ll serve as the front line for support of IT systems and services for Pine Rest employees. Service Desk Analysts provide exceptional customer service and technical assistance to ensure smooth day-to-day computer-based operations for staff. This includes receiving, prioritizing, documenting, and actively working to resolve incidents, and escalating when necessary. The Service Desk Analyst acts as the face and voice of the Information Systems department, providing individual hands-on help at the desktop level when needed. They are dedicated to excellent customer service, enthusiastic about the care we offer, and foster a sense of belonging and empowerment in a diverse workplace.
Requirements
- Associate’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience in customers service support role.
- 1-2 years in technical support, help desk, or service desk role; or equivalent experience with desktop and application support.
Nice To Haves
- Certifications such as CompTIA, ITIL Foundation, or HDI preferred.
Responsibilities
- Customer Support: Serve as the first point of contact for employees seeking IT assistance, ensuring timely and professional responses to technical inquiries.
- Issue Resolution: Troubleshoot and resolve hardware, software, and network issues via phone, email submission (via ticket system), remote access, and in-person support. Escalate complex problems to higher-level IT staff when necessary.
- Ticket Management: Log, prioritize, and track service requests and incidents in IT Service Management system. Follow up to ensure resolution and satisfaction. Ensure all incidents and requests are adequately and accurately documented and all troubleshooting steps recorded in tickets.
- System Maintenance: Assist with setup, configuration, and maintenance of computers, peripherals, and software applications.
- Training and Documentation: Provide limited training to end users on common software and system functionalities. Be familiar with customer-facing documentation and troubleshooting procedures to provide to end users.
- Proactive Monitoring: Assist in identifying recurring issues and suggest improvements to reduce technical disruptions.
- Compliance and Security: Adhere to Pine Rest policies, maintaining the confidentiality and security of sensitive information.
Benefits
- Medical, dental, vision & life insurance plans
- 403(b) retirement match contribution by Pine Rest
- Generous PTO for full and part time employees
- Tuition assistance & loan forgiveness
- Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.
- Partnership with Davenport University provides generous discount on tuition for employees and family members.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
