What are the responsibilities and job description for the Service Desk Analyst I position at Holy Cross Medical Center?
Position's role is to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests. Problem resolution involves the use of diagnostic and help request tracking tools, as well as require in-person and hands-on help at the desktop level. Requires a high degree of professionalism, customer service and technical expertise. Identifies, researches and resolves technical problems. Responds to telephone calls, e-mails and help desk ticket system requests for technical support. Documents, tracks and monitors computer issues to ensure a timely resolution. Operates, repairs, upgrades and provides user support in the operations of the various network and computer based equipment. Provides support for PC based software including installation of that software on client workstations and configuration of server based applications. Performs PC based maintenance, repair, upgrade and new installations, including ancillary equipment such as printers, switch-gear, network bridges, cabling, etc. As the primary respondent to help desk requests, effectively prioritizes multiple problems, communicates status of response to users, and collaboratively works with members of the Information Technology department to develop effective and proactive desktop management solutions. Even when presented with difficult technical tasks, maintains a professional and personable demeanor.
The Service Desk - Level 1 proactively researches industry best-practices for desktop management including the utilization of group policies and patch management systems and works with the Service Desk - Senior, Infrastructure Engineers, and other members of the Information Technology Department to develop procedures that align with current industry best-practices. Collaboratively works to design and modify processes that assure that desktop computers are actively monitored, cleaned and maintained regardless of status of calls. Assures that wire management is maintained on all desktop computers throughout the Holy Cross Medical Center (HCMC). Collaboratively designs ongoing maintenance plans for desktops to assure high-availability of systems, negating the need of users to call with problems.
May require after hours support. On-call Participation Required. All other duties as assigned.
Qualifications:
Required
• A working knowledge of computers and desktop solutions
• Good communication and customer service skills
• Ability to be a "self-starter" and the ability to maintain high personal motivation .
• Must be able to pay close attention to details and easily adapt to rapidly changing technologies.
• Valid Driver's License
• Ability to travel across sites, training courses and conferences
• Flexible approach to work outside normal office hours, when and if the need arises.
Preferred
• Associate's Degree in the Information Systems field, A or related certification, or one to three years of experience in an Information Systems field.
• Strong background in PC based hardware technologies
• Computer operations background combined with telephone support or network support experience.
• Experience in the healthcare industry
• Experience with Taos Health Systems standard desktop applications and network environment.
