What are the responsibilities and job description for the IT Service Analyst II position at Altru Health System?
Location:
Altru Hospital | Devils Lake1031 7th Street NortheastDevils Lake, ND 58301Pay Range: $22.87 - $34.31Summary:
The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests. Second level IT support and provide technical assistance for incoming calls and tickets related to computer systems, software, hardware, and the phone system. Document and manage calls in our ticketing system. Acts as the primary point of contact for customer service issues and requests. Gain and acquire knowledge of our diverse array of computer systems, equipment, applications, and services. Provides solutions to a wide array of day-to-day issues and requests. Takes responsibility for issues or requests and ensures that proper resources are deployed, and a resolution or fulfillment is provided. Work closely with our upper level staff to complete time sensitive projects and tasks.Essential Job Functions:
Provides phone queue coverage. Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures. Fulfills customer requests in an effective, efficient, and acceptable fashion. Troubleshoots and resolves issues in an appropriate timeframe.
Documents all appropriate activities using current IT Service Management tools. Assists with appropriate knowledge creation and maintenance in current knowledge base system.
Develops basic support knowledge for most systems and hardware (computers phones and printers).
Demonstrates the ability to prioritize job duties and requirements in order to meet the customer’s needs.
Participates in projects and completes tasks within scheduled time. Assists in maintaining customer accounts.
Works with Technical Support to be hands on assistance.
Assistance with facilitating IT projects and facility moves.
Performs other duties as assigned or needed to meet the needs of the department/organization.
Certifications
Driver's License with Acceptable Driving Record | Driver's License - Current State Licensed | Prior to Start Date | HR Primary Sources
Education:
• Preferred: Not Applicable - Computer and Information Science- OR -Not Applicable - Related FieldWork Experience:
• Preferred: Not Applicable Not RequiredPhysical Demands :
• Sit: Frequently (34-66%)• Stand: Occasionally (5-33%)• Walk: Occasionally (5-33%)• Stoop/Bend: Occasionally (5-33%)• Reach: Frequently (34-66%)• Crawl: Rarely (1-4%)• Squat/Crouch/Kneel: Occasionally (5-33%)• Twist: Occasionally (5-33%)• Handle/Finger/Feel: Continuously (67-100%)• See: Continuously (67-100%)• Hear: Continuously (67-100%)Weight Demands:
• Lift -Floor to Waist Level: Sedentary (<10 pounds)• Carry: Sedentary (<10 pounds)• Push/Pull: Sedentary (<10 pounds)• Slide/Transfer: Not ApplicableWorking Conditions:
• Indoor: Continuously (67-100%)• Outdoor: Not Applicable• Extreme Temperature: Not ApplicableDriving Requirement Definitions:
- Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
- Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
- Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
- Infrequent Drivers: Persons who are generally not expected to drive.
Driving Requirement for this position:
Occasional DriverReference ID: R5170Salary : $23 - $34
