Summary
PRIMARY FUNCTION
The Service Desk Analyst I is responsible for providing Tier I level application support for Practice Manager and EHR (electronic health record) while working as part of a team in a Service Desk environment. Supports basic issues such as solving usage problems and fulfilling service desk requests that need IT involvement, and may escalate incidents to a higher tier.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all of the duties that may be assigned.
1) Acts as a single point of contact for phone calls and emails from staff regarding IT issues and inquiries. Receives, logs and manages calls from internal staff, patients and business partners via telephone and email.
2) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents as needed.
3) Escalates unresolved calls per established protocols. Identifies and escalates situations requiring urgent attention.
4) Publishes support documentation to assist staff with requests for information and provides instruction on system use if required.
5) Administers Active Directory including user accounts and provisioning/de-provisioning process.
6) Administers Exchange Server; creates mailboxes, distribution groups, and other basic functions.
7) Performs daily administrative tasks such as runs reports, cancels appointments.
8) Provides application support to end users of EMR and Practice Management applications.
9) Provides application support for the enterprise as it relates to the IT Service portfolio, including desktops, application and infrastructure services.
QUALIFICATIONS
EDUCATION: Associates Degree in Computer Science or minimum of 5 years in related field with current Microsoft and Service Desk certifications in lieu of degree required.
EXPERIENCE: Minimum 3 years of experience providing technical support required. Healthcare industry experience required. Experience must include Active Directory users and computers, Avaya and Nortel phone systems, Internet explorer 9/10/11/Edge, Microsoft Office Suite 2010/2013 and Windows 7/10.
LICENSURE / CERTIFICATION: Minimum Microsoft certification of MTA required (98-365, 98-366 and 98-367).
KNOWLEDGE, SKILLS AND ABILITIES
• Ability to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
• Ability to learn customer support processes and techniques.
• Strong analytical skills.
• Ability to solve problems independently.
• Able to start, shut down and restart computers, terminals and printers.
• Basic IP networking troubleshooting.
• Able to use the major functions of Windows 10, including Control Panel, Display settings and Printer settings.
• Microsoft 365 user provisioning
• Microsoft Azure Admin knowledge
• Able to read and create technical documentation.
• Able to use ticket tracking software, remote management software and the telephone to provide technical support.
• Communicates efficiently, accurately and professionally both verbally and in writing.
• Must be able to communicate in English both verbally and in writing.
TYPICAL WORKING CONDITIONS
• Non-Patient-facing
• May be either full time remote/telework or rotate working in the office and remote/telework (US based)
• Indoor work
• Operating computer
• Reach outward
• Manual dexterity
• Reach above shoulder
• Sitting
OTHER PHYSICAL REQUIREMENTS
• Vision
• Sense of sound
• Ability to wear Personal Protective Equipment (PPE)
PERFORMANCE REQUIREMENTS
Creates and maintains a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Uses the appropriate Service Desk application categories for logging incidents and requests.
Takes ownership of problems and follows up with the status on behalf of the user and communicate progress in a timely manner.
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.