Evening IT Help Desk Analyst — Hybrid

Cook County Government; Chicago (IL); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

Pension Plan

Deferred Compensation Program

Paid Holidays

Job summary

Cook County Health & Hospitals System in Chicago, IL seeks a Service Desk Analyst I to handle end-user requests via multiple channels, document actions, and manage service tickets in a fast-paced environment. You will help restore operations quickly, escalate when needed, and provide remote and in-person support as appropriate.

The role requires familiarity with Windows OS, Office 365, and IT service processes.

Qualifications

• High School Diploma or GED required (MUST PROVIDE PROOF AT TIME OF INTERVIEW)
• One (1) year of experience in an IT Help Desk and/or Desktop support role in a healthcare environment OR successful completion of a CCH Internship program related to the Service Desk position required
• Experience in an enterprise environment with the Microsoft Operating Systems and Office Suite products required
• Must have excellent technical and computer skills with experience supporting local and remote users required

Responsibilities

• Acts as an interface for customers to request service, responding to telephone calls, walk-ins, voice mails, faxes, emails, text, work orders, chat, and self-service tickets.
• Follows CCH Service Management processes and procedures. Records, tracks and documents the service request fulfilment process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in appropriate Service Management and Asset Management applications such as Freshservice or other tools used by CCH.
• Improves user satisfaction by providing friendly and professional customer service, responding to requests in a timely manner, and sending regular communications to the user.
• Restores normal operations as quickly as possible in the case of a disruption. Troubleshoots problems, thinks critically, and identifies solutions or workarounds as appropriate.
• Escalates all user requests they are unable to resolve to higher levels of support.
• Attempts to solve problems remotely whenever possible and practical. Provides in-person support when remote support is not possible.
• Assigns incidents and requests using defined procedures, thoroughly documents troubleshooting activities, and maintains effective communication channels with requesters and team members.
• Monitors dashboards to ensure critical systems are available, accessible, and secure. Follows documented procedures to respond to alerts from CCH monitoring tools.
• Performs testing on new releases to ensure systems readiness.
• Identifies and learns appropriate software and hardware used and supported by the organization. Provides basic application training and support for users remotely.
• Performs scheduled and recurring activities including per-shift, and daily activities.
• Learns the basics of other Service Operations team systems and workflows and serves as a backup when needed.
• Performs basic user account management activities in accordance with CCH procedures.
• Keeps work areas clean and well ordered.
• Performs other duties as assigned.

Skills

IT Help Desk

Desktop support

Windows OS

Customer service

Remote support

Microsoft Office

Education

Associates Degree or higher in Information Systems or related

MCSA Certification

HDI CSR Certification

High School Diploma or GED

Tools

Freshservice

Active Directory

MS Office 365

Remote support tools

Job description

Cook County Health & Hospitals System in Chicago, IL seeks a Service Desk Analyst I to handle end-user requests via multiple channels, document actions, and manage service tickets in a fast-paced environment. You will help restore operations quickly, escalate when needed, and provide remote and in-person support as appropriate.

The role requires familiarity with Windows OS, Office 365, and IT service processes.