Service Desk Analyst I

Overview

Position: - Service Desk Analyst I Schedule: - Full Time (40 hours per week) - 10:30am-7:00pm (employee will be operating alone for the last few hours of the day) Compensation: - $19-$24/per hour POSITION DESCRIPTION: - Responsible for being the initial contact for all hardware and software related issues, problems and requests. Provides primary support for end-user devices and network hardware to providers and staff. Performs user support, maintenance, training and installation of applications to support operations. ESSENTIAL JOB FUNCTIONS: - Responds to all customer contacts (phone, email, voicemail) efficiently. - Responsible for troubleshooting various hardware and software-related issues, password resets, printer issues, etc. If unable to resolve these issues, escalates to the appropriate team. - Responsible for asking fact-finding questions to promptly resolve the customer’s issue. - Provides education to customers while assisting with their requests. - Executes more than one task at the same time. - Maintains a positive attitude and confidence while providing excellent service to the customer. - Utilizes available resources, such as the Knowledge Base, internet & other teammates, to troubleshoot. - Documents requests and issues in a ticketing system. - Assists majority of customers in resolving their issue during first contact. - Preferred knowledge of Active Directory, Citrix XenApp, Microsoft 365 Suite. - Available for off-hours support on a rotating basis (On-Call). - Performs other duties as assigned. ORGANIZATIONAL EXPECTATIONS: - Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and core values statement. - Must be able to work effectively as a member of the IT Service Desk team. - Successfully completes “The Customer” training and adheres to standard of promptly providing a high level of service and respect to internal or external customers. - Maintains knowledge of and complies with standards, policies and procedures, including Employee Handbook. - Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems. - Maintains strict patient and employee confidentiality in compliance with HIPAA guidelines. - Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. - If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities. EDUCATION: - Associate’s or Bachelor’s Degree preferred. CREDENTIALS/LICENSURE: - CompTIA A+ or Microsoft MTA certification preferred. MINIMUM EXPERIENCE: - 1+ years of experience in an IT support position. - Experience using and troubleshooting Windows operating systems. - Experience with Active Directory, Citrix XenApp, and Microsoft 365. POSITION REQUIREMENTS (ABILITIES & SKILLS): - Broad knowledge of state-of-the-art technology, multi-level computer systems, applications, and/or equipment. - Excellent communication skills in both written and verbal forms, including proper phone etiquette. - Ability to communicate technical information to non-technical personnel. - Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor. - Ability to work effectively with various levels of organizational members and diverse populations including staff, providers and vendors. - Maintains a positive attitude and confidence while providing excellent service to the customer. - Good organizational and time management skills to effectively juggle multiple priorities and time constraints related to system support, upgrades and implementations. - Must have the ability to execute more than one task at the same time. - Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving IT issues. - Ability to handle staff and organizational information in a confidential manner. - Successful completion of competency-based program within introductory and training period. - Availability for off-hours support on a rotating basis. (On-Call). MINIMUM PHYSICAL EXPECTATIONS: - Physical activity that often requires keyboarding and phone work. - Physical activity that often requires extensive time working on a computer. - Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting. - Physical activity that sometimes requires lifting, pushing and/or pulling under 50 lbs. - Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. - Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. - Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English. - Requires the ability to drive to office sites.

Qualifications

• Associate degree or higher
• ANY of the following valid licenses/certifications:
  • Regular Driver License (DL)
  • Microsoft MTA
  • A+ CompTIA
• IT Support (2+ years)
• 2+ years of experience in ANY of the following:
  • Microsoft Windows
  • Active Directory
  • Centrix XenApp
  • Microsoft 365
• Do you have a reliable form of transportation?
• Are you aware that this is an In-Office position with a shift time of 10:30am to 7:00pm?

Company

Ministry located in Michigan