HIT Svc Desk Analyst III

Major Responsibilities:

• Provides first-tier support troubleshooting, answering questions and resolving complex user issues. Actively monitors call queue volumes and takes first tier calls when the call threshold has been exceeded. Documents the calls using standard systems and procedures.
• Utilizes the call tracking system; accurately, quickly and efficiently recording all interactions with customers while consistently meeting established Service Desk Performance Indicators (KPI).
• Provides ad-hoc training, guidance and support to the first-tier Service Desk staff on issue resolution. Makes suggestions for KB articles and gathers knowledge for potential KB creation.
• Specialize in specific areas and become subject matter experts for the Service Desk team.
• Participates in the testing of computer system modifications and enhancements.
• Work with other HIT resources in order to support software conversions and installation of software and hardware. Assists in the preparation of the system so that new applications have a smooth transition into the Service Desk.
• Perform routine procedures to remedy issues or when requested. Assists with providing technical hints and tips to proactively assist customers.
• Performs tasks that require elevated security (Duo, printers, and other 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.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate.

Experience Required:

• Typically requires 5 years of experience in a technical customer support role.

Knowledge, Skills & Abilities Required:

• Proficiency with network printers, Windows OS, Microsoft Office and Office 365, as well as a solid understanding of other telecommunication, network, desktop and peripheral devices.
• Excellent interpersonal and customer service skills and an advanced understanding of call centers and call tracking system and tools.
• 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 with an attention to detail.
• 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.

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.