Service Desk Analyst Ii - Information Technology

Status: Full Time

Shift: 8-4:30p

Exempt: No

Summary:

The Service Desk Analyst II will provide exceptional customer service and support to end users on various technical issues and problems relating to computer hardware, mobile devices, printers, software, networking, and applications. This position will provide Tier 2 assistance and support to customers in person, at off-site locations, over the phone, and via email using the IT ticket tracking system. This position is required to participate in an “On Call” rotation.

Other information:

Previous Experience Required :

REQUIRED QUALIFICATIONS:

• High School diploma or equivalent

• Obtain an IT Help Desk Professional certification within 6 months of hire date

• Comp TIA A+ or other equivalent approved certification must be obtained within 6 months of hire.
  

REQUIRED EXPERIENCE:

• Must have 3 years of technical experience.

• Minimum of two year supporting desktops in a Microsoft Windows environment.
  

• Must be able to effectively multitask and handle multiple tickets and projects at the same time.

• Hands-on experience configuring, installing, and managing PC hardware and software.

• Knowledge of peripheral devices such as Printers, Scanners, Credit Card Readers, etc.

• Knowledge of desktop applications, including but not limited to Microsoft Office.

• Knowledge of enterprise and network printing.

• • Knowledge of Microsoft Active Directory.
  • Experience using a Help Desk ticketing system.
  • Familiarity with software that enables the remote control of workstations in a networked environment.
  • Must be customer service oriented and have excellent communication skills, including speaking, listening, reading and writing.

• DESIRED QUALIFICATIONS:

• • Associate degree in technology or related field.
• • Experience with MAC OS, Android, iOS
  • Experience working in a healthcare environment

• Manual and Physical Skill Required:

• Periods of sitting and working at the computer.Frequent movement throughout hospital for on-site work within other departments.Lifting of computer equipment.

• Physical Effort Required:

• Strength:Medium
  Push:Occasionally
  Pull:Occasionally
  Carry:Occasionally
  Lift:Frequently
  Sit:Occasionally
  Stand:Occasionally
  Walk:Frequently

Responsibilities:

Duties involve, but are not limited to:

1. Periodically serve as the first point of contact for customers seeking technical assistance in person, over phone, by email or IT ticket system.

2. Provides mid-level analysis and technical service desk support.

3. Perform remote troubleshooting through diagnostic techniques and pertinent questions for desktop computers, laptops, peripherals, desktop applications, printers, scanners and network connectivity.

4. Walk the customers through the problem solving process.

5. Determine the best solution based on the issue and details provided by customers.

6. Accurately record events and troubleshooting steps appropriately in the IT ticketing system to include actual work performed, time spent on ticket, and any changes to hardware/software.

7. Direct unresolved issues to the next level of support.

8. Assists in department moves.

9. Performs hardware and software installations, troubleshoot, and demonstrate problem solving and multi-tasking skills with minimal oversight.

10. Assist in the maintenance of equipment inventory and asset tracking.

11. Mentor and/or coach tier 1 technicians.

12. Interfaces with multiple levels of users, management, VIP’s and technical staff.

13. Contribute written procedural documentation necessary to build a rich IT knowledge-base.

14. Must participate in an “On Call” rotation.

15. Performs other duties as assigned.

16. Maintains a professional image and reflects the department and hospital’s philosophy of excellence and professionalism in customer service while directly performing the job and at all times while representing the department and the hospital.

17. Follows North Oaks Health System compliance programs and federal and state regulatory guidelines.