What are the responsibilities and job description for the Service Desk Analyst II position at Sheppard Pratt?
What To Expect.
At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:
What We Need From You.
- Authorizing and updating articles in our shared knowledgebase.
- Completing Work Orders within IT Service Desk Ticketing System for helpdesk requests, new hires, PC setup, etc.
- Develops and maintains professional relationships through regular interface with users to determine hardware and software solutions and to resolve configuration issues.
- Coordinate day-to-day support, troubleshooting, and perform routine administrative tasks.
- Use IT Service Desk software for accurate daily ticket documentation
- Research applications, tools, error messages, service packs, and features of new software releases via the Internet and other information technology resources
- Application installations / troubleshooting - typically on staff machines
- Software upgrades, new software deployments
- Assist in system upgrades and maintenance, including, but not limited to, add/remove memory, hard drives, video cards and power supplies.
- Provide prompt, courteous response to customer requests based on department SLAs.
- Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting.
- Test new hardware and software systems and packages prior to deployment.
- Collaborate with other teams to provide cross-functionally of deliverables and to validate solutions
- Actively manage assigned tickets with accurate and timely information including: notes, customer contacts, and status updates to appropriate teams.
- Exercise judgment and creativity in selecting and applying procedures correctly and determine when to refer problems to the supervisor or next level of support.
- Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting.
- Provide limited support to Service Desk Analyst III.
- Maintain a positive and professional attitude toward customers at all times.
- Ensure customer satisfaction by providing exceptional customer service at all times.
- Demonstrate deep knowledge of IT services in support for answering customer questions with viable solutions.
- Keep records of customer interactions, transactions, comments and complaints.
- Communicate and coordinate with colleagues as necessary.
- Provide feedback on the efficiency of the customer service process.
At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:
- A commitment to professional development, including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation
- Comprehensive medical, dental and vision benefits for benefit eligible positions
- 403b retirement match
- Generous paid-time-off for benefit eligible positions
- Complimentary Employee Assistance Program (EAP)
- Generous mileage reimbursement program
What We Need From You.
- High school diploma or GED required. An associate degree in information systems, Computer Science, or a related field is preferred. Technical certifications are acceptable.
- Preference for one of the following: A , Network , MCSA/MCSE, CCENT, ITIL.
- Minimum 3 years of experience in increasingly complex roles supporting end users and offering training in IT technologies (e.g., Internet, PCs, LANs).
- Some knowledge of VOIP phone systems preferred.
- Must have some knowledge of LAN, WAN and Wireless Technologies.
- Some understanding of network devices such as routers, switches and wireless controllers would be ideal, but not required.
- Must possess proficient knowledge in word processing, spreadsheet manipulation, desktop database management, communications, and other software.
- Time management and analytical skills.
- A thorough understanding of client / patient confidentiality issues / HIPAA compliance and regulations is essential.
- Valid driver’s license or alternative transportation plan.
- IT Infrastructure Library (ITIL v3/v4 Foundation).
- Microsoft Certified Solutions Associate (MSCA/MCSE): Windows 1 or more years in a help desk or technical support role in a commercial or health care setting with a large user base or other relevant experience.
Salary : $22 - $34