ROLE:

The IT Service Desk Analyst investigates and resolves software and hardware problems of TridentCare Healthcare computer users by performing the duties outlined below.

TASKS AND RESPONSIBILITIES:

• Serving as the first line of support, this role performs high level Service Desk functions to ensure patient care is a priority and customer needs are met.
• Performs initial troubleshooting of support requests, including investigation and resolution of basic software and hardware issues of computer users.
• Handles the complete call life cycle, including problem recognition, research, isolation, resolution, and follow-up for routine user issues, escalating more complex problems if appropriate.
• Provides on call support as part of a rotation with several other support analysts.
• Performs administrative functions, as necessary. This includes, but is not limited to, automated report processing, organizing, and maintaining Service Desk file systems, and updating user training manuals.

REQUIRED SKILLS/QUALIFICATIONS:

• Must possess excellent communication and analytical skills.
• Must be able to organize priorities and focus on the task at hand.
• Must be able to work independently on issues as well as with others in a team environment.
• Must possess excellent time management skills and should be able to set priorities when handling multiple cases.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, knowledge base articles and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• To perform this job successfully, an individual should have knowledge of Active Directory, Remote Desktop Service and remote user support, Microsoft Operating Systems, Microsoft Office/365, Active Directory, Windows 7/10, Internet Explorer, Google Chrome as well as a familiarity with business technology peripherals such as copiers, printers, scanners, iPhone, Android, etc.
• Must be able to complete other duties as assigned by Manager/Supervisor

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree (B. A.) from four-year College or university is preferred; or degree from a technical school; or two to four years of customer service or help/service desk experience and/or training; or equivalent combination of education and experience.

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