This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk. He or she will work to resolve or appropriately escalate issues and assist with maintaining the Knowledge Base (KB). The candidate must also communicate technical concepts effectively in both written and oral. He or she may have advanced technical knowledge as well as application access to resolve application problems. The candidate will act as a mentor to junior level staff and be called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met. Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.

Must Have:

• 3 years experience in IT support
• Proficiency in Windows and Mac operating systems
• Proficiency in supporting mobile devices (Android & Mac)
• Broad understanding of enterprise systems and how they relate to each other
• Ability to troubleshoot and support network connections
• Strong interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.

Plusses:

• Working knowledge with ITIL processes (change management, problem management, incident management)
• Bachelors degree or equivalent training
• Prior helpdesk, service desk or call center environment
• Experience with Service Now
• Relevant technical certification