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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