What are the responsibilities and job description for the HELP DESK ANALYST I, INFORMATION SERVICES position at SGMC Health?
Description
WHAT IT'S LIKE AT SGMC HEALTH
Purpose. No matter your role or area that you work in, at SGMC Health we are collectively working towards goals that will make our community a better place.
Excellence. We strive to do the right thing the right way, are accountable in all we do, require competence of our people, and are compassionate in our service.
Team Spirit.We encourage team effort, support personal and professional development, acknowledge individual talents and skills, and support innovation and empowerment.
Award Winning Performance.We are committed to providing the best care possible and we are proud to be recognized locally, statewide, and nationally for the exceptional care that our staff provides.
WHY YOU WILL LOVE SGMC HEALTH
SGMC has great benefit options, depending on the role that you are going into– including healthcare, supplementary benefits, ways to save for the future, opportunities for career advancement, and opportunities to expand your skill set. Some of these great benefit options are listed below:
DEPARTMENT: INFORMATION SERVICES
SCHEDULE: Full Time, Varied Hours/Shift,
Position Summary
The Help Desk Analyst I serves as the frontline point of contact for all SGMC Health Information Systems incidents and service requests, including Enterprise Applications, EPIC EMR, and Information Security & Technology systems. This position operates independently during assigned shifts within the Help Desk/NOC environment and is responsible for coordinating and executing Tier 1 Help Desk and computer operations functions. The primary goal of the Help Desk Analyst I is to provide reliable, consistent technical support while maintaining operational stability in a healthcare environment where system availability directly impacts patient care, safety, and regulatory compliance.
EDUCATION
WORKING CONDITIONS - ADA INFORMATION
Information Security & Technology supports a 24-hour, 7-day, 365-day hospital operation. Positions within this department may require varied work schedules, including evenings, nights, weekends, holidays, and rotating shifts, as needed. Ability to sit for extended periods while working at a computer workstation. Ability to use standard office equipment, including but not limited to keyboard, mouse, and telephone. Ability to occasionally lift, move, or position equipment up to approximately 25 pounds. Ability to work in technical environments, including data center or equipment rooms, as required. Participation in emergency response activities, disaster recovery efforts, and operational stabilization during critical events is considered an essential function of IS&T roles within a healthcare environment.
See What All Of The Hype Is About
https://www.youtube.com/watch?v=_DeqKw8xk54
WHAT IT'S LIKE AT SGMC HEALTH
Purpose. No matter your role or area that you work in, at SGMC Health we are collectively working towards goals that will make our community a better place.
Excellence. We strive to do the right thing the right way, are accountable in all we do, require competence of our people, and are compassionate in our service.
Team Spirit.We encourage team effort, support personal and professional development, acknowledge individual talents and skills, and support innovation and empowerment.
Award Winning Performance.We are committed to providing the best care possible and we are proud to be recognized locally, statewide, and nationally for the exceptional care that our staff provides.
WHY YOU WILL LOVE SGMC HEALTH
SGMC has great benefit options, depending on the role that you are going into– including healthcare, supplementary benefits, ways to save for the future, opportunities for career advancement, and opportunities to expand your skill set. Some of these great benefit options are listed below:
- Low Healthcare Insurance Premiums
- 401(k) with employer match
- Paid Time Off (PTO)
- Employee discounts
- Company paid life insurance
- Short-Term and Long-Term Disability
- Cancer Insurance
- Accident Insurance
- Pet Insurance
- Tuition Reimbursement
- On-the-job training and skills development
- Opportunities for growth and advancement
- Employee Assistance Program
DEPARTMENT: INFORMATION SERVICES
SCHEDULE: Full Time, Varied Hours/Shift,
Position Summary
The Help Desk Analyst I serves as the frontline point of contact for all SGMC Health Information Systems incidents and service requests, including Enterprise Applications, EPIC EMR, and Information Security & Technology systems. This position operates independently during assigned shifts within the Help Desk/NOC environment and is responsible for coordinating and executing Tier 1 Help Desk and computer operations functions. The primary goal of the Help Desk Analyst I is to provide reliable, consistent technical support while maintaining operational stability in a healthcare environment where system availability directly impacts patient care, safety, and regulatory compliance.
EDUCATION
- High School Diploma or GED (Required).
- Associate Degree in Computer Science, Information Systems, or related field (Preferred).
- Vocational/Technical Degree in Computer Information Systems or related field (Preferred).
- Active CompTIA A certification at the time of hire, or ability to obtain within six (6) months of the date of hire. The CompTIA A certification is recognized as the foundational credential for this role, validating hands-on competency in hardware repair, operating systems, troubleshooting, and core technical support principles required to support clinical and enterprise systems in a healthcare environment. The substitution of the CompTIA A certification is not standard practice. In limited circumstances, equivalent demonstrated knowledge and hands-on competence may be considered in lieu of the A , subject to documented skills validation and approval by the IT Support Manager and the Director of Information Security & Technology. The Practical Help Desk Associate (PHDA) certification is strongly recommended and highly encouraged for continued professional development within the Help Desk Analyst role. Failure to obtain required certification or approved equivalency within the specified timeframe may impact continued eligibility for the position.
- 1–2 years of experience in an information systems or technology support role involving direct customer interaction (Preferred).
- Preferred experience includes:
- Repairing and troubleshooting desktop and laptop computers.
- Diagnosing and resolving operating system issues (Windows or Apple).
- Troubleshooting application errors and access problems.
- Supporting and resolving printer and peripheral device issues.
- Performing general IT troubleshooting across hardware, software, and connectivity environments.
WORKING CONDITIONS - ADA INFORMATION
Information Security & Technology supports a 24-hour, 7-day, 365-day hospital operation. Positions within this department may require varied work schedules, including evenings, nights, weekends, holidays, and rotating shifts, as needed. Ability to sit for extended periods while working at a computer workstation. Ability to use standard office equipment, including but not limited to keyboard, mouse, and telephone. Ability to occasionally lift, move, or position equipment up to approximately 25 pounds. Ability to work in technical environments, including data center or equipment rooms, as required. Participation in emergency response activities, disaster recovery efforts, and operational stabilization during critical events is considered an essential function of IS&T roles within a healthcare environment.
See What All Of The Hype Is About
https://www.youtube.com/watch?v=_DeqKw8xk54