Service Desk Analyst

AMG Integrated Healthcare Management is seeking an IT Service Desk Analyst. The Service Desk Analyst provides support for ALL IT service requests and incidents reported to the AMG IT Service Desk. This position is primarily responsible for the processing and handling of all incoming requests, resolution and documentation of common issues and the deployment/maintenance of all end-user hardware and software in accordance with established SLAs. As the single point of contact for the entire department, this position requires above all else a strong commitment to customer service and satisfaction.

Position Duties and Responsibilities:

• Ticket Management – Processes and documents requests and issues along with steps to recreate in the IT Service Management system. according to established SLAs. Monitors and maintains the Service Desk queue and prioritizes tickets as needed to ensure tickets are processed in a timely fashion
• Technical Support - Troubleshoots and resolves issues related to accounts, PCs, network, circuits, software, peripherals and A/V equipment. Performs desk-side support for users and locations as needed. Works to process and resolve on first contact whenever possible, escalating to the appropriate personnel when necessary.
• Request Management - Works with users to obtain the proper paperwork and authorization required for new hardware, software and systems requests
• Customer Service - Provides excellent customer service by taking ownership of requests and issues, keeping users updated for the duration of a ticket and following up after resolution to ensure satisfaction
• Hardware Deployment - Configures, deploys and supports PCs and peripherals for employees and locations, including system imaging, software install/configuration, resource mapping, profile setup, data migration, warranty repair/replacement, etc.
• Knowledgebase Management - Creates and maintains thorough knowledgebase documentation for requests, issues and known errors
• Inventory Management - Actively manages all inventory items and ensures compliance with hardware and software licensing
• Project Participation - Works with other personnel on projects for new technology and initiatives.
• On-Call Rotation - Provides user support after hours as needed on an on-call rotation
• Continuing Education - Updates job knowledge by staying abreast of changes and new products in the industry, attending training when required

Education/Experience:

• Associates degree in IT, Informatics, MIS or related field (Bachelor’s degree preferred)
• CompTIA A certification preferred
• One or more years’ experience in a technical support setting preferred

Skills/Qualifications:

• Strong working knowledge of hardware and electronics, especially desktops, laptops and common peripherals (printers, scanners, etc.)
• Strong working knowledge of Windows desktop operating systems (10-11), Microsoft Office (2021/365) and common desktop applications
• Strong written and verbal communication skills
• Strong organization skills
• Strong problem solving and troubleshooting skills
• Ability to work as part of a team
• Must be able to sit for prolonged periods of time and be able to lift heavy equipment (up to 50 lbs.)
• Must be able to periodically travel locally

Full-Time employees are offered a comprehensive package including competitive pay, , dual medical insurance options, dental insurance, long-term disability insurance, life insurance, AD&D insurance, vision insurance, multiple voluntary insurance options, paid holidays, paid vacation time, paid sick time, optional credit union membership, monthly cellular allowance, cellular discount options, 401(k) retirement plan with company contribution, and participation in our Employee Stock Ownership Plan (ESOP) additional retirement benefit.

Company Overview

At AMG we offer our employees much more than just a job in the healthcare industry. We offer unique career opportunities for people who have a desire to be part of a team that contributes to making a difference each day for our patients and hospital teams. We invite you to join our Corporate team and share your gifts and talents. You will have the opportunity to work for an Employee Stock Ownership Plan (ESOP), as AMG is an employee-owned company!

AMG Integrated Healthcare Management Hospital System is a Top-5 Post-Acute Care Hospital System located in Lafayette and covering six states across the nation. Our mission is an unyielding commitment to Patients, People, and the Pursuit of Healing. We believe our employees are the asset and heart of our organization. We are located in the heart of South Lafayette off Pinhook Road, on the Vermilion River.

AMG was founded in 1999 and is a privately-owned provider of post-acute health care services, with 12 post-acute care hospitals (LTAC and IRF) and over 1,050 employees. Hospital operations, accounting, billing, coding, credentialing, payroll and human resources, and IT services are provided to our hospital facilities by AMG. Learn more about the quality care we provide by visiting our website at: amgihm.com .

AMG, Integrated Healthcare Management is an equal opportunity employer and an Employee Stock Ownership Plan (ESOP), an employee-owned company.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• On call

Work Location: In person