Tier II Service Desk Analyst

Community Health Network • Shadeland, IN

6h

About The Position

Community Health Network was created by our neighbors, for our neighbors. Over 60 years later, “community” is still the heart of our organization. It means providing our neighbors with the best care possible, backed by state-of-the-art technology. It means getting involved in the communities we serve through volunteer opportunities and benefits initiatives. It means ensuring our dedicated caregivers can learn and grow to stay at the top of their fields and to better serve our patients. And above all, it means exceptional care, simply delivered — and we couldn’t do it without you.

Where you fit in
The Tier II Service Desk Analyst resolves or escalates support tickets from the IT Service Desk that cannot be resolved by Tier I support. This role supports Problem Management by providing more in-depth analysis of incidents and information requests, helping teammates resolve technical issues efficiently and effectively. The Tier II Service Desk Analyst supports a wide range of systems and applications, including Outlook, Microsoft 365, RightFax, Cisco phones, UKG, and other enterprise technologies, while serving as a liaison between frontline support and higher-tier technical teams.

Requirements

• Bachelor’s degree or equivalent field related work experience required.
• A combination of education and experience will be considered in lieu of a degree.
• Three (3) years of customer service experience required.
• Strong written and verbal communication skills, including active listening.
• Strong technical aptitude with the ability to learn and adapt to new technologies.
• Desire to provide outstanding customer service in every interaction.
• Ability to work effectively in a fast-paced environment.

Nice To Haves

• One (1) year of ServiceNow experience is strongly preferred.

Responsibilities

• Resolves or escalates support tickets from the IT Service Desk that cannot be resolved by Tier I support.
• Provides more in-depth analysis of incidents and information requests.
• Helps teammates resolve technical issues efficiently and effectively.
• Supports a wide range of systems and applications, including Outlook, Microsoft 365, RightFax, Cisco phones, UKG, and other enterprise technologies.
• Serves as a liaison between frontline support and higher-tier technical teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level