Service Desk Analyst II

What to expect.  

• Authorizing and updating articles in our shared knowledgebase. 
• Completing Work Orders within IT Service Desk Ticketing System for helpdesk requests, new hires, PC setup, etc. 
• Develops and maintains professional relationships through regular interface with users to determine hardware and software solutions and to resolve configuration issues. 
• Coordinate day-to-day support, troubleshooting, and perform routine administrative tasks. 
• Use IT Service Desk software for accurate daily ticket documentation 
• Research applications, tools, error messages, service packs, and features of new software releases via the Internet and other information technology resources 
• Application installations / troubleshooting - typically on staff machines 
• Software upgrades, new software deployments 
• Assist in system upgrades and maintenance, including, but not limited to, add/remove memory, hard drives, video cards and power supplies. 
• Provide prompt, courteous response to customer requests based on department SLAs. 
• Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting. 
• Test new hardware and software systems and packages prior to deployment. 
• Collaborate with other teams to provide cross-functionally of deliverables and to validate solutions
• Actively manage assigned tickets with accurate and timely information including: notes, customer contacts, and status updates to appropriate teams.
• Exercise judgment and creativity in selecting and applying procedures correctly and determine when to refer problems to the supervisor or next level of support.
• Utilize diagnostic utilities and remote assistance tools to aid in troubleshooting.
• Provide limited support to Service Desk Analyst III.

Customer Service Expectations:

• Maintain a positive and professional attitude toward customers at all times.
• Ensure customer satisfaction by providing exceptional customer service at all times.
• Demonstrate deep knowledge of IT services in support for answering customer questions with viable solutions.
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.

What you'll get from us.  

At Sheppard Pratt, you will work alongside a multi-disciplined team led by a bold vision to change lives. We offer:

• A commitment to professional development, including a comprehensive tuition reimbursement program to support ongoing education and licensure and/or certification preparation
• Comprehensive medical, dental and vision benefits for benefit eligible positions
• 403b retirement match
• Generous paid-time-off for benefit eligible positions
• Complimentary Employee Assistance Program (EAP)
• Generous mileage reimbursement program

The pay range for this position is $22.49/hr minimum to $33.95/hr maximum.  Pay for this position is determined on a number of factors, including but not limited to, years and level of related experience.

What we need from you.  

• High school diploma or GED required. An associate degree in information systems, Computer Science, or a related field is preferred. Technical certifications are acceptable.
• Preference for one of the following: A+, Network +, MCSA/MCSE, CCENT, ITIL. 
• Minimum 3 years of experience in increasingly complex roles supporting end users and offering training in IT technologies (e.g., Internet, PCs, LANs). 
• Some knowledge of VOIP phone systems preferred. 
• Must have some knowledge of LAN, WAN and Wireless Technologies. 
• Some understanding of network devices such as routers, switches and wireless controllers would be ideal, but not required. 
• Must possess proficient knowledge in word processing, spreadsheet manipulation, desktop database management, communications, and other software. 
• Time management and analytical skills. 
• A thorough understanding of client / patient confidentiality issues / HIPAA compliance and regulations is essential. 
• Valid driver’s license or alternative transportation plan. 
• IT Infrastructure Library (ITIL v3/v4 Foundation). 
• Microsoft Certified Solutions Associate (MSCA/MCSE): Windows 1 or more years in a help desk or technical support role in a commercial or health care setting with a large user base or other relevant experience.

At Sheppard Pratt, we are more than just a workplace. We are a community of healthcare professionals who are dedicated to providing hope and healing to individual’s facing life’s challenges. Join us and be a part of a mission that changes lives!

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