Service Desk Analyst - Information Technology - Flex 0.5 (40 hrs biweekly) (73158)

Memorial Health System • Reno, OH

7d

About The Position

The Service Desk Analyst provides first-level IT support to users, delivering timely and effective assistance with a high degree of customer service and technical expertise. The role helps ensure that end users can operate their computers and accomplish business tasks. It maintains service request records and a knowledge base, documents problem-solving steps and outcomes, and follows issues through to resolution. The analyst observes the MHS Standards of Excellence and maintains strict confidentiality. The position may require flexible hours and on-call support for urgent, high-level system issues after hours and on weekends.

Requirements

• High school diploma, GED, or equivalent required.
• Strong listening, verbal, and written communication skills; fluent English language skills.
• Ability to troubleshoot, analyze, and resolve customer concerns, and research a wide range of computing issues.
• High technical aptitude and strong PC literacy, including understanding computer functions and capabilities.
• Knowledge of basic computer hardware, Citrix, and VPN.
• Extensive application support experience with Microsoft.
• Working knowledge of diagnostic utilities and experience with desktop and server operating systems.
• Strong documentation, organizational, communication, and time-management skills, with attention to detail.
• Ability to multi-task, prioritize, and execute tasks effectively in a high-pressure environment.
• Ability to work independently and as part of a team, including in a collaborative environment.
• Ability to absorb and retain information quickly and present ideas in user-friendly language.
• Self-motivation, professionalism, business maturity, and exceptional customer-service orientation.
• Willingness to work flexible hours.

Nice To Haves

• Associate degree in Computer Science or Information Technology.
• At least 1 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 fundamentals.

Responsibilities

• Respond to incoming Service Desk requests by phone, email, and in person, providing courteous, timely, and effective assistance.
• Document end-user identification and contact information and the nature of reported problems.
• Prioritize and schedule issues, escalating them to appropriately experienced technicians or groups when necessary.
• Research, resolve, and respond to questions and support requests, including callbacks, in accordance with service standards.
• Record, track, and document service requests, decisions, actions, and outcomes through final resolution.
• Support resolution of user and support issues across company sites and share knowledge to promote user satisfaction.
• Use software updates, drivers, knowledge bases, FAQs, diagnostic utilities, and other resources to troubleshoot issues.
• Contribute routinely to the Knowledge Base and provide accurate, creative solutions to user problems of moderate complexity.
• Maintain current knowledge of relevant products and support policies.
• Participate in team projects to improve Service Desk quality or efficiency and assist with special product-related issues as needed.
• Build rapport with users and elicit relevant problem details.
• Learn the software and hardware used and supported by the organization.
• Perform post-resolution follow-ups and reinforce SLAs to manage end-user expectations.
• Communicate in written and oral formats using 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