What are the responsibilities and job description for the IT Service Desk Analyst - Hybrid Role position at Ernest Health?
Overview
At Ernest Health, we provide specialized medical and rehabilitative services to our patients through our rehabilitation and long-term acute care hospitals. We treat patients who often are recovering from disabilities caused by injuries or illnesses, or from chronic or complex medical conditions.
We strive to attract, retain, develop, and empower our employees, supporting them in their professional growth with career advancement opportunities and a path to success within our organization.
We are seeking an IT Service Desk Analyst to join our team!
This is a remote position.
As a participating hospital of Ernest Health, we offer robust recognition, wellness, and retention programs. These programs focus to enhance the employees’ work experience, recognize, and celebrate achievements. We also encourage employees to share their work experience through “My Ernest Journey” and through our Engagement Survey, where our approach is “You Spoke, We Listened”. These platforms provide additional avenues for employees to give feedback about their work experience and share what is important to them.
Our hospital offers comprehensive benefits, designed to support your health and financial well-being.
Benefits:
- PPO and High Deductible Medical Plan options
- Flexible Spending and Health Savings Account options available
- Dental and Vision coverage
- 401K with employer matching
- Life insurance
- Short-and-long term disability
Wellness & Work Life Balance:
- Employee Assistance Program
- Wellness Program with quarterly wellness challenges with participation incentives
- Earned Time Off - start accruing vacation time on start date
Qualifications
Required Skills:
- High School Diploma or GED; Associate’s Degree preferred.
- Prior Help Desk/Service Desk Support experience required.
- Windows Laptop or Desktop support experience required.
- Experience with Freshservice or similar ticketing system required.
- Windows based printer installation/troubleshooting experience required
Additional Qualifications/Skills:
Required
- Demonstrates ability to work with users of varied positions to provide highly effective support and problem resolution skills.
- Customer focused, troubleshooting skills.
- Proficiency with data entry, word processing, email and record management.
- Effective organizational and time management skills.
- Outstanding written and verbal communication skills.
- Punctual and Regular Attendance.
- Experience with Office 365, Outlook, Active Directory/Entra accounts
- Ability to maintain proper levels of confidentiality.
- Ability to work closely and professionally with others.
- Ability to remotely support users.
Preferred
- Experience with SCCM/Intune managed devices.
- CompTIA A or similar Help Desk Related Certification.
- Experience in a Healthcare based IT setting.
- Experience with Microsoft 365, SharePoint, Entra ID, EMR, Printer Logic
Responsibilities
The Service Desk Analyst serves as the primary point of contact for IT support for hospital staff, employees, vendors, and consulting medical professionals. This role involves efficiently handling incoming support requests via phone and self-service portals, with a focus on identifying and resolving hardware and application problems. Key responsibilities include thorough issue documentation, timely escalations, contributions to the IT knowledge base, and ensuring clear, timely communication with end-users and internal IT teams. The analyst also plays a role in event management, communicating initial details and resolution notices for critical outages to effectively inform IT teams and hospital business partners. The position requires exceptional customer service skills and strong written and verbal communication abilities.
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