Senior Service Desk Analyst

Posted on Nov 12, 2018 by Ascension

Troy, MI 48083
Information Technology
Immediate Start
Annual Salary
Full-Time

Additional Job Information

Title: Senior Service Desk Analyst

City, State: Troy, MI

Location: MITROY 800 Tower Dr

Department: Ops Service Center CRC

Additional Job Details: FT Rotating

About Us

Ascension Technologies is one of the nation's largest healthcare information technology services organizations.
We provide Ascension and its subsidiaries low-cost, high-value IT infrastructure and software application services that:
• Support rapid and effective clinical decision making
• Improve efficiency and care transitions
• Foster information sharing across the continuum of care
• Make knowledge and data actionable, leading to improved patient outcomes

Job Description

Job Summary:

The Senior Service Desk Analyst provides Tier 1 (first call) help desk support to end users.

Responsibilities:

  • Assists end users with troubleshooting and resolving desktop and application-related problems including problems with passwords, printers, email, anti-virus programs and business software.
  • Enters and maintains accurate information and data regarding end user issues within designated tracking system.
  • Resolves end user problems within scope of responsibility.
  • Determines when it is necessary to forward/assign a problem to the appropriate Tier 2 support group.
  • Triages problems and assigns proper priority to issues while assigning issues to the correct Information Services teams.
  • Executes notification processes to management and clients during service disruptions and facilitates communication between Service Desk Levels 2 - 4 Information Services Support teams.
  • Uses Knowledge Database to assist with triaging problems, assigning proper priority to issues and assigning issues to the correct IS Support Teams.
  • Acts as a mentor and trainer for newly hired analysts as they work to complete their technical and soft skill training, and business unit certifications.
  • Develops knowledge articles and/or provide review and feedback of existing articles to ensure accurate and up to date support information exists in the knowledge database.
  • Acts as an escalation point for less experienced analysts by offering technical assistance and/or by reviewing their work prior to routing to next levels of IS Support.

Qualifications

Education:

  • Associate Degree or equivalent combination of education and experience.

Work Experience:

  • 3-5 years of IT experience associated with the technical support of PC Hardware, Windows OS, and standard desktop applications such as word processing, e-mail, virus protection, and terminal emulation.
  • Healthcare experience preferred.
  • Experience in multi-user, multi-host environment.

Equal Employment Opportunity

Ascension Technologies is an EEO/AA Employer M/F/Disability/Vet. Please click the link below for more information.
EEO is the Law Poster Supplement

E-Verify Statement

Ascension Technologies participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

E -Verify (link to E-verify site)

Reference: 561002172

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