HIT Service Desk Analyst I

Major Responsibilities:

• Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.
• Gathers information about the problem from the end-user by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user problem in order to resolve. Escalates unresolved interactions appropriately.
• Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user as necessary in order to “close” the problem and maintain a successful call closure rate.
• Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
• Escalates unresolved requests to second-tier support. Keeps clients informed of the status of their request if an immediate remedy is not available.
• Performs routine procedures to remedy issues or when requested.
• Assists with providing technical hints and tips to proactively assist customers.
• Interacts with other HIT resources and business trainers to restore service and/or correct issues. Identify Major Incidents and escalates appropriately.
• Performs assigned security administration functions.
• Adherence to all AAH Policy and Procedures.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate.

Experience Required:

• Typically requires 1 year of experience in customer service, call center, or Service Desk support.

Knowledge, Skills & Abilities Required:

• Strong interpersonal and customer service skills, as well as basic understanding of call centers and call tracking system.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving skills.
• Strong verbal communication skills and the ability to interact with a diverse client population.
• Ability to use/manage a standard multiple-line telephone system.
• Ability to travel to off-sites to provide Service Desk application support for AdvocateAurora facilities.
• Ability to maintain confidentiality and work as a team.

Physical Requirements and Working Conditions:

• Must be able to site for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard.
• Position may require travel which may result in exposure to road and weather hazards.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.