IT Support Analyst I - IS Service Desk

Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only Level 2 Trauma center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.

Lakeland Regional Health is currently seeking motivated individuals to join our team in various entry-level positions. Whether you're starting your career in healthcare or seeking new opportunities to make a difference, we have roles available across our primary and specialty clinics, urgent care centers, and upcoming standalone Emergency Department. With over 7,000 employees, Lakeland Regional Health offers a supportive work environment where you can thrive and grow professionally.

Active - Benefit Eligible and Accrues Time Off

The IS Support Analyst I is committed to providing quality customer service and outstanding communication for tier 1 support to LRH staff, physicians, business partners, and vendors by receiving and responding to problem/incident calls and service requests.
The analyst participates in IS Service Desk functions and duties as part of the support process and works as part of a team that is accountable for meeting and exceeding the expected outcomes and goals.
The analyst contributes to the improvements for quality customer service and outstanding communication.
The Service Desk team supports the organization 24 x 7. Flexibility for availability in advance to work evening and week-end shifts is required. May perform other duties as assigned.

• Fosters an inclusive and engaged environment through teamwork and collaboration.
• Ensures patients and families have the best possible experiences across the continuum of care.
• Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.

• Behaves in a mindful manner focused on self, patient, visitor, and team safety.
• Demonstrates accountability and commitment to quality work.
• Participates actively in process improvement and adoption of standard work.

• Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
• Knows and adheres to organizational and department policies and procedures.

People At The Heart Of All We Do

• Fosters an inclusive and engaged environment through teamwork and collaboration.
• Ensures patients and families have the best possible experiences across the continuum of care.
• Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.

• Behaves in a mindful manner focused on self, patient, visitor, and team safety.
• Demonstrates accountability and commitment to quality work.
• Participates actively in process improvement and adoption of standard work.

• Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
• Knows and adheres to organizational and department policies and procedures.

• Demonstrates quality customer service in determining the customer’s issue by analyzing the symptoms and figuring out the underlying problem. Assists in communicating effectively to team members, other IT departments, IS Leadership, and Customers using both verbal and written skills.
• Strive for 1st Call Resolution by sorting through the possible solutions available using the knowledge management tool and referencing Knowledge Based Articles
• Follows Information Services methodologies, processes, policies, and procedures.
• Provide quality customer service by accurately creating or updating incident and service request tickets and knowledge articles. Demonstrates ability to query information from the Service Desk Ticketing system.
• Administers network and application security access in compliance with documented standards and procedures.
• Assists in the appropriate escalation of Incidents and Events to other teams. Identify with a sense of urgency and escalate issues to Management. As necessary, assist IS Management or MOC with the timing of the Downtime Messaging, gathering updates and sending the Downtime Messages following the Service Desk Downtime Notification Procedure.
• Actively participates in team development, employee engagement activities, and in accomplishing department goals and objectives. Performs daily activities with enthusiasm and professionalism.

Essential:

• Technical and analytical critical thinking skills.
• Customer Service Skills
• Communication Skills – both verbal and written.
• Teamwork skills and the ability to work well with others.
• Shows a strong desire for learning and continuous improvement.

Essential:

• Bachelor Degree

Essential:

• IT related

Other information:
Experience Preferred: <1 year hands-on experience providing IT Support OR 1 years hands-on experience providing end-user support Customer service experience.

Certification Preferred: If New Employee, CompTIA A Certification. Requirement to at a minimum pass 1st part (Core) within 6 months of employment.