Service Desk Analyst I

Job Type

Full-time

Description

Who We Are

3-D Technology Group, LLC is a national information technology (IT) services company dedicated to enabling every healthcare organization to achieve more. As a trusted healthcare partner, we help clients optimize clinical and operational performance through our professional and managed IT services.

Our experienced and dedicated associates focus on improving the patient experience of care (including quality, safety, and satisfaction); improving the health of populations; reducing the cost of health care; and improving the clinician and caregiver experience.

We are committed to exceeding client expectations for quality and service by Defining, Designing, and Deploying real working solutions that deliver value every day.

Our deep understanding of healthcare operations, client's needs, and existing and emerging technologies enables innovation and business transformation safely, quickly, efficiently, and effectively.

With over 20 years' experience and fueled by hiring only the best employees in the industry, 3D has provided services to well over 1,000 hospitals and clinics nationwide including some of the most successful healthcare providers in the country.

Position Summary:

The Service Desk Analyst I is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our clients to perform their job duties. Service Desk Analyst I will answer queries on basic technical issues and work to resolve them. Service Desk Analyst I must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Responsibilities:

• Work Shift: Friday, Saturday, Sunday, Monday midnight - 11am
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain skills by attending related training and performing research.
• Identify and suggest possible improvements on procedures
• Evening and weekend off hour activities as required.
• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
• Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
• Develops constructive and cooperative working relationships with others and maintains them over time.
• Encourages and builds mutual trust, respect and cooperation among team members.
• Experience in implementation and/or use of ITIL and ITSM concepts.
• Other IT support or IT administrative tasks as needed.

Requirements

• Available to work Fri, Sat, Sun, Mon midnight - 11am
• Associate degree in Information Technology or equivalent work experience.
• Knowledge of TCP /IP, DNS, WINS, and DHCP
• Knowledge of MS Active Directory
• Knowledge of network cabling standard and network room build outs.
• Tech savvy with working knowledge of office automation products, databases and remote access applications.
• Good understanding of computer systems, mobile devices and other tech products.
• Exceptional judgment, thinking skills, interpersonal skills.
• Ability to escalate and involve other resources as required to deliver/ support SLA's, business requirements.
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
• Exceptional ability to work as a team player.
• Ability to train, explain and impart knowledge to others.
• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• English sufficient to provide and receive instructions/directions.

Core Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication - Able to read and interpret written information.
• Teamwork - Contributes to building a positive team spirit.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

We are an equal opportunity employer. This position requires a successful drug screen and background testing. To be considered for the position, candidates must be eligible to work in the United States without sponsorship.