HIT Svc Desk Analyst I

Provides initial technical support to Team Members via phone with regards to computers, servers, applications and hardware issues. Assesses the nature of the problem and resolves using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary.

Troubleshoots, answer questions and resolves basic to moderately complex problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications. Gathers information from the Team Member by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assist with simulating user incident/request in order to resolve. Escalates problems requiring more complex support.

Analyze problems and arrives at workable solutions. Provide callbacks or follow-up with end user as necessary in order to "close" the problem and maintain a successfully 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 interactions appropriately. Performs routine procedures as requested or to resolve issues. Provides technical hints and tips to proactively assist customers. Identifies ways of reducing calls to the Service Desk and notifies Service Desk Leadership. Interacts with other HIT resources and business trainers to restore service and/or correct issues.

Performs assigned security administration functions. Provides assistance during unscheduled system outages or with unresolved issues to ensure a timely service response. Adherence to all AAH Policy and Procedures.

Scheduled Hours

Licenses & Certifications

None Required.

Degrees

High School Graduate.

Required Functional Experience

Typically requires 3 years of experience in a technical customer support role.

Knowledge, Skills & Abilities

Proficiency with network printers, Windows OS, Microsoft Office and Office 365. Excellent interpersonal and customer service skills, as well as a solid foundation of call centers and call tracking system. Demonstrated technical aptitude and ability to learn quickly and support software applications. Demonstrated knowledge of technical components of an Information System, including basic hardware, platform, database concepts, and terminology. Ability to manage multiple priorities in a dynamic work environment. Strong analytical and problem-solving skills. Excellent 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.