Service Desk Tier 2 Analyst

If you care about the opportunity to grow, to make a difference, to build a future and a life, then we just might have the career for you. Care to talk?

Bayhealth Medical Center is Central and Southern Delaware’s healthcare leader with hospitals in Dover and Milford, a s well as stand -alone Emergency Department in Smyrna and a hybrid E mergency Department and Urgent Care in Milton . We offer various practice settings throughout Kent and Sussex Counties. Bayhealth Medical Center Kent Campus is 90 minutes from Philadelphia, Washington, DC and Baltimore . Our Sussex Campus is 30 minutes to the Delaware beaches and relaxation in the sand!

Bayhealth Medical Center offers a competitive salary and comprehensive benefits package (for eligible positions) including:

• Generous Paid Time Off and Paid Holidays
• Matching 401(k)/403(b) Plans
• Excellent Health, Dental, and Vision
• Disability and Life Insurance options
• On Site Child Care
• Educational Reimbursement
• Health Care and Dependent Care Flex Spending Accounts
• Plus, an array of Voluntary Benefits to include Critical Care Coverage and more!

Location: Ortho, IT, BHMG and Call Center

Status: Full Time 80 Hours

Shift: Day/ Evening

SALARY RANGE: 29.76 - 46.12HOURLY

General Summary:

In a largely independent capacity, the Service Desk Tier 2 Analyst is a highly technical role that is accountable for efficiently managing user issues, encompassing problem identification, investigation, isolation, resolution, and subsequent follow-up procedures. This includes proficiency in Bayhealth's electronic medical records system and other systems integral to patient care. The Service Desk Tier 2 Analyst will tackle intricate issues independently and collaborate with subject matter experts for more advanced problems. The Service Desk Tier 2 Analyst will also serve as the primary coordinator for large-scale IT investigations for the Bayhealth IT Department. This candidate will join an environment that is high energy and fast paced that requires a high-level of customer service skills including accuracy, speed, and empathy, to deliver gold-standard customer service to Bayhealth staff and patients. The Service Desk Tier 2 Analyst position also provides coaching and mentoring for the Service Desk Technician and Service Desk Analyst I and II roles as needed.

Responsibilities:

1. Provides expert-level application and hardware support using the Service Desk Knowledge Base, reputed, and verified sources, and knowledge gained from previous practical experience. 2. Effectively manage and prioritize incidents and service requests in accordance with defined service level agreements (SLAs). Ensure timely resolution of issues routed by Service Desk Analysts and Service Desk Technicians to minimize downtime and disruptions. 3. Utilize remote support tools to assist end-users with technical issues, offering clear and concise instructions to resolve problems efficiently. 4. Maintain accurate records of incidents, service requests, and resolutions in the ticketing system. Document solutions, create knowledge base articles, and provide final approval for all common issues to facilitate self-service and team learning. 5. Acts as the primary coordinator for larger-scale, widespread issues using ITSM problem management module, including the identification of recurring issues and working with the team to develop and implement proactive solutions to prevent future reoccurrences. 6. Participate in rotational on-call support at a minimum of once a month for one-week durations. 7. Acquires and maintains clinical knowledge of client and related software applications. 8. Attends professional development training as instructed. 9. Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password assistance, Citrix troubleshooting, common desktop troubleshooting, etc. 10. All other duties as assigned within the scope and range of job responsibilities.

Required Education, Credential(s) and Experience:

• Education: Associate Degree ; Information Technology ; Or Associate's Degree in a related field. In Lieu of Degree, six (6) additional years of experience in a similar role may be considered.
• Credential(s): A Certification HDI Support Center Analyst (HDISCA) ; HDI Support Center Analyst certification within 12 months of obtaining role.
• Experience:

  Required: Seven (7) years of experience in IT with at least 2 years of experience at a healthcare facility.
  

  Preferred: Ten (10) years of experience in IT with at least 3 years of experience at a Help Desk or Service Desk or similar role. Prior experience in healthcare preferred.

Preferred Education, Credential(s) and Experience:

• Education: Bachelor Degree Computer Science Or Bachelor's Degree in related field.
• Credential(s): Network Certified Information Technology Infrastructure Library
• Experience:

To view a full list of all open position at Bayhealth, please visit:

https://apply.bayhealth.org/join/