Service Desk Analyst is part of ateam that provides technical support/customer service (Service Desk) for end-users. Service Desk responsibilities include, but arenot limited to answering phone calls, emails, and voicemails from staff andphysicians with the goal of resolving the customer need on first contact. Thisposition may be required to provide 24/7 support as needed based on businessneeds. Performs other related functions as required.

Typically found in large central departments servingmultiple departments or units, this family involves providing day-to-dayadvanced consultation, training, instruction and troubleshooting/problem-solving to technical staff and end users for hardware, software,network and related computer systems, handheld and peripheral devices andensures their operation for individuals and groups of computer users. Analyzes,recommends, installs, configures, and evaluates systems and tools for internaland end user use.

Develops and conducts tests of hardware and software andreports on configurations and behavior. Develops and provides technicaldocumentation and training. Assesses needs and recommends hardware and softwareacquisitions and upgrades. Applies professional business/technical supportconcepts to resolve hardware, software and networking issues of moderate scopeand complexity for a broad range of applications where analysis of situationsor data requires a review of a variety of factors. 

MINIMUMQUALIFICATIONS

• A Bachelor'sDegree in related area; and/or equivalent experience/training.

• Professionalexperience, and proven success, providing information systems support andmanagement in a large-scale organization.

• Experienceconducting escalated, broad technical support including hardware and softwaretests, analyzing test results, and producing reports of conclusions andrecommendations.