What are the responsibilities and job description for the ServiceDesk Analyst III (FT- 1.0 FTE, Hybrid) position at Bozeman Deaconess Hospital?
Position Summary:
The Information Technology Helpdesk Technician resolves internal and external user problems and ensures correct operation of personal computers. Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. The Information Technology Helpdesk Technician may perform system setups for new hires. Maintains parts inventory and logs all service/repair activity. This position will answer phones and e-mails related to support, user access and a broad range of IT related questions and concerns. The IT Helpdesk Technician will escalate to the appropriate higher tier resource when unable to resolve independently.
Minimum Qualifications:
Required
- Associates Degree in Information Technology (IT), Information Systems; or a related field or a minimum two years’ experience in an IT role; or possess a 1 Year IT Certifications (i.e., Comptia A /SEC /NET , Cisco CCNA, MS MTA, AWS Associate, GISF, etc.)
Preferred
- Enrolled in, pursuing, or completed a Bachelor’s Degree in Information Technology (IT), Information Systems, or a related field
Essential Job Functions:
In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements.
- Assists users by answering questions and providing support in a timely manner focused on first contact resolution.
- Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
- Records data required to analyze problems and track them to final solution.
- Support large scale hybrid Active Directory Azure environment.
- Support complex ticketing systems and workflow management.
- Prepares and presents reports related to IS problems and help desk activity for management review and action.
- Provides training to end users in both hardware and application functionality.
- Writes and updates IT documentation and articles.
- Utilizes helpdesk service management platform to create and maintain asset catalogs, ticket routing, service catalog items and where possible automates these functions.
- Assists users with obtaining hardware and software quotes and ordering in alignment with established standards and policies.
- Assists users with troubleshooting complex VDI environments both remotely and on-site.
- Assists and support users with basic Epic troubleshooting.
- Supports patients accessing and troubleshooting their online medical chart (MyChart).
- Performs other related duties as assigned.
Knowledge, Skills, and Abilities
- Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
- Exercises tact, discretion, sensitivity, and maintains confidentiality
- Performs essential job functions successfully in a busy and stressful environment
- Learns current and new computer applications and office equipment utilized at Bozeman Health
- Strong interpersonal, verbal, and written communication skills
- Analyzes, organizes, and prioritizes work while meeting multiple deadlines
- Works varied shifts as scheduled and/or needed
Physical Requirements
- Lifting (Rarely – 30 pounds): Exerting force occasionally and/or using a negligible amount of force to lift, carry, push, pull, or otherwise move objects or people.
- Sit (Continuously): Maintaining a sitting posture for extended periods may include adjusting body position to prevent discomfort or strain.
- Stand (Occasionally): Maintaining a standing posture for extended periods may include adjusting body position to prevent discomfort or strain.
- Walk (Occasionally): Walking and moving around within the work area requires good balance and coordination.
- Climb (Rarely): Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like using feet and legs; may also use hands and arms.
- Twist/Bend/Stoop/Kneel (Occasionally): Twisting, bending, stooping, and kneeling require flexibility and a wide range of motion in the spine and joints.
- Reach Above Shoulder Level (Occasionally): Lifting, carrying, pushing, or pulling objects as necessary above the shoulder, requiring strength and stability.
- Push/Pull (Occasionally): Using the upper extremities to press or exert force against something with steady force to thrust forward, downward, or outward.
- Fine-Finger Movements (Continuously): Picking, pinching, typing, or otherwise working primarily with fingers rather than using the whole hand as in handling.
- Vision (Continuously): Close visual acuity to prepare and analyze data and figures and to read computer screens, printed materials, and handwritten materials.
- Cognitive Skills (Continuously): Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
- Exposures (Rarely): Bloodborne pathogens, such as blood, bodily fluids, or tissues. Radiation in settings where medical imaging procedures are performed. Various chemicals and medications are used in healthcare settings. Job tasks may involve handling cleaning products, disinfectants, and other substances. Infectious diseases due to contact with patients in areas that may have contagious illnesses.
- Frequency Key: Continuously (100% - 67% of the time), Repeatedly (66% - 33% of the time), Occasionally (32% - 4% of the time), Rarely (3% - 1% of the time), Never (0%).
The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification. They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by individuals so classified.
