Service Desk Analyst I

POSITION DESCRIPTION:

Responsible for being the initial contact for all hardware and software related issues, problems and requests. Provides primary support for end-user devices and network hardware to IHA providers and staff. Performs user support, maintenance, training and installation of applications to support operations.   

ESSENTIAL JOB FUNCTIONS:

1. Responds to all customer contacts (phone, email, voicemail) efficiently.
2. Responsible for troubleshooting various IHA hardware and software-related issues, password resets, printer issues, etc. If unable to resolve these issues, escalates to the appropriate team.
3. Responsible for asking fact-finding questions to promptly resolve the customer’s issue.
4. Provides education to customers while assisting with their requests.
5. Executes more than one task at the same time.
6. Maintains a positive attitude and confidence while providing excellent service to the customer.
7. Utilizes available resources, such as the Knowledge Base, internet & other teammates, to troubleshoot various issues.
8. Documents requests and issues in a ticketing system.
9. Assists majority of customers in resolving their issue during first contact.
10. Understands and follows defined departmental policies, procedures and processes in a team environment.
11. Adheres to pre-defined SLAs and Service Desk metrics.
12. Preferred knowledge of Active Directory, Citrix XenApp, Microsoft 365 Suite & video conferencing applications.
13. Available for off-hours support on a rotating basis (On-Call).
14. Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement.
2. Must be able to work effectively as a member of the IT Service Desk team.
3. Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
4. Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA’s Employee Handbook.
5. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
7. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities.  Embraces new ideas and respects cultural differences.
8. Uses resources efficiently.
9. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION:  Associate’s or Bachelor’s Degree preferred.

CREDENTIALS/LICENSURE:  CompTIA A or Microsoft MTA certification preferred.

MINIMUM EXPERIENCE:  1 years of experience in an IT support position. Experience using and troubleshooting Windows operating systems. Experience with Active Directory, Citrix XenApp, and Microsoft 365 and video conferencing applications, preferred.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Broad knowledge of state-of-the-art technology, multi-level computer systems, applications, and/or equipment.
2. Excellent communication skills in both written and verbal forms, including proper phone etiquette.  Ability to communicate technical information to non-technical personnel.
3. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
4. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers and vendors.
5. Maintains a positive attitude and confidence while providing excellent service to the customer.
6. Good organizational and time management skills to effectively juggle multiple priorities and time constraints related to system support, upgrades and implementations.
7. Must have the ability to execute more than one task at the same time.
8. Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving IT issues.
9. Ability to handle IHA staff and organizational information in a confidential manner.
10. Successful completion of IHA competency-based program within introductory and training period.  
11. Availability for off-hours support on a rotating basis. (On-Call).

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding and phone work.
2. Physical activity that often requires extensive time working on a computer.
3. Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.       
4. Physical activity that sometimes requires lifting, pushing and/or pulling under 50 lbs.
5. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. 
6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.
8. Requires the ability to drive to office sites.