Help Desk Analyst

Revolution Technologies; Chicago (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Revolution Technologies is seeking a System Analyst II to support the Hospital Information Systems Customer Service Team. This on-site role requires handling help desk issues via calls, walk-ins, emails, and faxes, escalating when needed, and maintaining support policies.

Qualified candidates have an Associate degree (or 2 years college) and 4+ years in a Help Desk, with exposure to healthcare settings. A+ certification is preferred, and strong attention to detail is required.

Qualifications

• Strong customer focus and excellent communication skills.
• Must possess Associate Degree or 2 years of college level courses.
• Must possess at least 4+ years’ experience working in a Help Desk environment.
• Must possess experience utilizing remote control tools to resolve problems.
• A + certification preferred.
• Work experience in a health care environment is preferred.
• Must demonstrate the ability to pay close attention to detail.
• Ability and willingness to follow procedures and contribute to improving processes.

Responsibilities

• Provide friendly and efficient Customer Service.
• Provide clerical, administrative, and organizational support as authorized by the Help Desk Manager.
• Maintain Help Desk Manuals, updating contact and location sheets and compiling support policies and procedures as needed by Help Desk Manager.
• Answer, log, and track issues/requests as received.
• Evaluate the severity of the customer's issue or request.
• Attempt to solve problems over the phone whenever possible and practical
• Assign calls to appropriate individual(s) or queue based upon information gathered.
• Follow up with customer to confirm that: issues have been resolved in a satisfactory manner or; communicate what action(s) have been taken to reach a resolution.
• Function as a team player.

Skills

Customer focus

Excellent communication

Attention to detail

Follow procedures

Team player

Health care environment experience

Process improvement

Education

Associate degree or 2 years of college level courses

Tools

Remote control tools

Job description

Interview: 1st round is a Video Interview and 2nd round is an Onsite F2F Interview (Mandatory with no exceptions)

Shift: Onsite

Shift Hours: 11pm - 7am CST

POSITION SUMMARY: This position must meet all the requirements of a System Analyst II as well as specific detailed functions explained below in the qualifications section for the HIS department. Supports the Hospital Information Systems Customer Service Team in projects and assists in processing issues reported to the Bureau's Help Desk via telephone calls, walk-ins, voice mails, faxes, and emails- escalating issues through proper channels.

JOB DUTIES (List in order of importance)

• Provide friendly and efficient Customer Service.
• Provide clerical, administrative, and organizational support as authorized by the Help Desk Manager.
• Maintain Help Desk Manuals, updating contact and location sheets and compiling support policies and procedures as needed by Help Desk Manager.
  • Answer, log, and track issues/requests as received.
  • Evaluate the severity of the customer's issue or request.
  • Attempt to solve problems over the phone whenever possible and practical
  • Assign calls to appropriate individual(s) or queue based upon information gathered.
  • Follow up with customer to confirm that: issues have been resolved in a satisfactory manner or; communicate what action(s) have been taken to reach a resolution.
• Function as a team player.

QUALIFICATIONS

• Strong customer focus and excellent communication skills,
• Must, possess an Associate Degree or 2 years of college level courses.
• Must possess at least 4+ years’ experience working in a Help Desk environment.
• Must possess experience utilizing remote control tools in an effort to resolve problems.
• A + certification preferred.
• Work experience in a health care environment is preferred.
• Must demonstrate the ability to pay close attention to detail.
• Ability and willingness to follow procedures and contribute to improving processes.

EDUCATION

• Associate degree or 2 years of college level courses.
• Minimum of at least 4 years’ work experience in a Customer Service and/or Information Technology environment.
• Work experience in a health care environment preferred.
• A+ Certification preferred. The above statements are intended to describe the general nature and level of the work being performed by people assigned this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

Physical and Environmental Demands

This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.