What are the responsibilities and job description for the Service Desk Analyst II position at Ovation Healthcare?
Welcome to Ovation Healthcare!
At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.
The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.
We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.
Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.
General summary:
The Service Desk Analyst II responds to phone, email, and chat requests for support related to hardware or software issues. This position assists less experienced specialists with complex or escalated issues. Working under moderate supervision, the role ensures service level standards are met and quality responses are provided in a timely manner.
The Service Desk Analyst II provides troubleshooting support, recommends methods to resolve and prevent issues, and escalates complex problems to the appropriate teams. Additional responsibilities include installing or upgrading software, setting up user profiles, resetting passwords, and documenting incidents using help desk systems. The role also involves reading technical manuals and performing diagnostics to resolve problems. Other duties may be assigned as needed.
Duties and Responsibilities:
Respond to support requests via phone, email, and chat related to hardware and software issues, providing timely and effective assistance to end users.
Assist and mentor less experienced Service Desk Specialists by guiding them through complex or escalated technical issues.
Troubleshoot and diagnose technical problems, recommending solutions and preventive measures to minimize recurring issues.
Escalate advanced or unresolved problems to appropriate higher-level technical teams following established escalation procedures.
Perform software installations, upgrades, user profile setups, password resets, and other routine support tasks.
Document all incidents, service requests, and resolutions thoroughly and accurately in the help desk system.
Review technical manuals and use diagnostic tools to identify and resolve hardware and software problems.
Ensure compliance with service level agreements (SLAs) and maintain high standards of customer service quality.
Collaborate with team members and other IT departments to facilitate issue resolution and knowledge sharing.
Participate in ongoing training to enhance technical knowledge and troubleshooting skills.
Perform other duties as assigned to support the effectiveness of the service desk and IT support operations.
EDUCATION:
High School Diploma
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
Reliable high-speed internet connection is required for all remote/hybrid positions.
Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.
A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.