Service Desk Support Analyst

National Jewish Health•Denver, CO

4d•Onsite

About The Position

National Jewish Health is seeking a customer-focused and technically skilled Service Desk Support Analyst to join the Information Systems and Technology (IST) team. This role serves as the first point of contact for technical support across the organization, assisting clinical, research, administrative and external portal users with hardware, software, network and application-related issues. The ideal candidate enjoys troubleshooting technology, solving problems and delivering exceptional customer service in a fast-paced environment. National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research and education. As part of the IST team, the Service Desk Support Analyst plays an important role in supporting the technology systems relied upon by employees, researchers and clinicians throughout the organization. This position offers the opportunity to work across a diverse technology environment while building strong technical and customer service skills in a collaborative healthcare setting. Position Summary: The Service Desk Support Analyst provides first level technical support to all clinical, research, administrative, and external portal end-users for National Jewish Health. The Service Desk Analyst partners and builds relationships with other Information Systems and Technology (IST) teams in achieving exceptional and high quality service delivery.

Requirements

High School diploma or equivalent required.
A minimum of two (2) years of recent and related experience required.
Previous Desktop Support experience is preferred with emphasis on Windows 10 OS and MS Office 2016.

Nice To Haves

Computer-related coursework or training preferred.
Strong knowledge of Microsoft based operating systems and MS Office Suite preferred.
A+, Network +, Microsoft Certifications, and ITIL V3 Foundations Certification strongly preferred.

Responsibilities

Provides first-level technical support for hardware, software, network and application issues
Troubleshoots and resolves incidents and service requests while escalating more complex issues to specialized IST teams
Utilizes technical resources, knowledge bases and remote support tools to maximize first-contact resolution
Maintains accurate documentation of incidents, troubleshooting activities and resolutions within the enterprise service management system
Creates and maintains technical support documentation and communicates system outages, events and escalations as needed
Identifies, troubleshoots, and resolves problems related to hardware, software, network and systems/applications utilizing technical skills, historical database records and knowledge base documentation.
Processes all incoming incident and service requests for Information Services and refers more complex issues that cannot be resolved at the Service Desk level to other IST support groups via Enterprise Service Management system.
Creates, maintains, and distributes technical support documentation on the team and IST SharePoint sites.
Enters all requests and thoroughly documents all information related to the request in the Enterprise Management System. This includes the information mentioned above, any and all error messages received by the end-user, all troubleshooting that has been performed, and any other information that would be deemed pertinent to the reported issue.
Uses available tools, technical skills and abilities to resolve as many cases as possible from the Service Desk perspective, increasing first touch resolution.
Leverages remote control software to trouble-shoot and train end-users.
Responsible for keeping the Service Desk supervisor informed regarding current IST outages, events, and escalations.
Performs as back-up to staff absences and vacancies, as necessary.

Benefits

Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees.
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
Dental & Vision Plans: Coverage effective the first of the month after hire.
Retirement Savings: 403(b) plan with employer contributions after two years.
Wellness Incentives: Earn up to $200 annually for preventive health activities.
Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan
Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.