What are the responsibilities and job description for the Help Desk Analyst position at Grand View Health?
Responsibilities:
Essential Functions:
Benefits:
We are seeking an adept and dedicated individual to join our Hospital IT team as a Help Desk Analyst. In this pivotal role, you'll lead technical support efforts for hospital staff, vendors, and external medical offices, ensuring the uninterrupted operation of our digital infrastructure. As Help Desk Analyst your responsibilities span resolving IT issues, managing user accounts, maintaining a knowledge base, and delivering responsive support via email, chat, and phone. Additionally, you'll oversee system maintenance and uphold continuous improvement initiatives to elevate our IT support services.
Essential Functions:
-
Customer Service Focus: Deliver exemplary technical support to hospital staff, vendors, and external medical offices,
swiftly resolving a diverse array of IT-related issues while adhering to industry best practices. Your adeptness in
troubleshooting will minimize disruptions and enhance productivity across our user base. Handle inquiries via email and
chat channels with grace and efficiency, ensuring timely resolution and user satisfaction. Triage and/or resolve technical support related telephone calls, email and personnel requests. -
Ticket Management: Efficiently prioritize and manage support tickets through our robust ticketing system, focusing on
issues critical to patient care and operational continuity. Thorough documentation of interactions and resolutions will
facilitate knowledge sharing and drive continuous improvement in IT support services. -
Maintaining Knowledge Base: Continuously enrich our knowledge base with updated troubleshooting guides, FAQs, and best
practices to empower users and streamline issue resolution. Proactively identify recurring issues and implement effective
strategies, adhering to industry standards and compliance requirements. -
User Account Management: Take ownership of user account administration tasks, ensuring accuracy and compliance in
adding, removing, and updating accounts. Uphold the integrity of our IT systems and safeguard patient data through
meticulous account management practices. - Continuous Improvement: Stay abreast of emerging technologies and industry trends to drive ongoing enhancements in IT
support services. Participate in collaborative efforts to identify opportunities for process improvements and implement
innovative solutions to elevate overall operational efficiency. - Logs all calls into the service desk management system (Cherwell) and ensures all unresolved calls are forwarded to the appropriate personnel.
- Monitor and respond quickly to incoming requests relate to IT issues.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Assist with on-boarding of new users and modification to user account access.
Education and experience:
High School Diploma/GED and over one (1) year experience in Information Technology required.
Licenses and Certifications:
Industry Recognized Technology Certification (i.e. Network or A ), upon hire, preferred.
High School Diploma/GED and over one (1) year experience in Information Technology required.
Licenses and Certifications:
Industry Recognized Technology Certification (i.e. Network or A ), upon hire, preferred.
Benefits:
We offer a competitive salary and comprehensive benefits to part-time and full-time employees including:
- Medical, dental, & vision insurance available 1st of the month after start date
- Wellness and gym discounts & free cardiac rehab gym
- 403B
- On-site discounted childcare center
- Paid time off
- Sick time for full time employees
- Tuition assistance
- Free life insurance for full time employees
- Long term disability for full time employees
- Short term disability
- Employee referral bonus
- Identity theft insurance
- Pet Insurance
- Flexible spending accounts
- Employee discount program
- Employee Assistance Program
- Free parking
