Service Desk Tech Analyst I

Front-Line Technical SupportRespond to service requests and incidents involving desktops, laptops, mobile devices, printers, and Epic client applicationsPerform basic troubleshooting of Microsoft Windows, Microsoft 365, standard applications, and Epic client environmentsEscalate unresolved or complex issues to Tier II support staffProvide timely and professional support while maintaining excellent customer serviceDevice Setup and ConfigurationAssist with initial setup and configuration of endpoint devicesSupport imaging and deployment processes under supervisionEnsure endpoint devices are connected, configured, and functioning in accordance with organizational standardsAssist with deployment of new hardware and replacement devicesDocumentation and TicketingDocument support activities, resolutions, and customer interactions within the ITSM platform (ServiceNow preferred)Update asset records and assist with inventory trackingContribute to internal documentation, knowledge articles, and support proceduresMaintain accurate incident and request documentationCustomer Service and CommunicationCommunicate clearly and professionally with end users to resolve technical issuesProvide guidance on standard IT procedures, applications, and technology usageDeliver responsive, customer-focused support while maintaining professionalismSupport users across clinical and administrative environmentsTeam Support and DevelopmentParticipate in team meetings, technical training sessions, and knowledge-sharing activitiesSeek feedback and guidance to expand technical knowledge and customer service skillsAssist other Service Desk team members with operational tasks as neededSupport continuous learning and professional developmentMarginal or Periodic FunctionsAssist with special events and priority operational activitiesSupport audits, access control reviews, and inventory activitiesPerform related duties as assignedKnowledge, Skills, and AbilitiesCustomer FocusProvide responsive and empathetic support to clinical and administrative usersBuild trust through clear communication and consistent follow-upUnderstand the importance of minimizing disruption to patient care and business operationsTailor support to user needs while promoting excellent customer serviceProblem SolvingApply structured troubleshooting techniques to resolve routine technical issuesIdentify recurring problems and communicate trends appropriatelyEscalate complex issues following established proceduresDemonstrate persistence in resolving customer concernsTechnical LearningQuickly learn new technologies, systems, and operational proceduresDemonstrate initiative in expanding technical knowledgeAdapt to changing technologies and healthcare workflowsShare knowledge and lessons learned with team membersComposureMaintain professionalism during high-pressure situationsRespond calmly and effectively during outages and urgent support requestsDemonstrate patience and empathy when supporting frustrated usersAdapt effectively in fast-paced healthcare environmentsInterpersonal SavvyCommunicate effectively with technical and non-technical usersBuild positive relationships with customers and team membersNavigate organizational relationships with professionalismCollaborate effectively across departments and support teamsAction OrientedTake initiative to resolve issues promptly and efficientlyVolunteer for assignments and follow through on commitmentsDemonstrate urgency in responding to clinical support needsIdentify opportunities to improve customer service and operational efficiency