Help Desk Analyst

ThedaCare; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

ThedaCare is seeking a Help Desk Analyst to deliver first-level support for ThedaCare and affiliated practices, addressing questions about hardware and software and escalating more complex issues as needed.

The role focuses on delivering timely, accurate responses, maintaining knowledge base documentation, and ensuring customer satisfaction while working in a climate-controlled office environment in Appleton, WI. 40 hours per week, 1 FTE.

Qualifications

• Three years of experience in an information technology related job.
• High School diploma or GED preferred.
• Must be 18 years of age.

Responsibilities

• Provide quality service to internal and external customers.
• Troubleshoot basic customer requests and document more complex issues.
• Collaborate with multiple departments to deliver effective customer service.

Skills

IT experience

Education

High School diploma or GED

Job description

Why ThedaCare? Living A Life Inspired!

Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world. At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility. A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you’re interested in joining a health care system that is changing the face of care and well-being in our community, we encourage you to explore a future with ThedaCare.

Benefits, with a whole-person approach to wellness – Lifestyle Engagement e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support Access & Affordability e.g. minimal or zero copays, team member cost sharing premiums, daycare

About ThedaCare!

Summary : The Help Desk Analyst serves as the first level of support for customers of all ThedaCare and independent practices for information technology systems by answering customer concerns regarding all supported software and hardware. Is responsible for troubleshooting basic customer requests and documenting more complex issues to elevate to second tier analyst.

Job Description

KEY ACCOUNTABILITIES:

• Commits to and is accountable for providing quality service to internal and external customers.
• Utilizes work queues to correct issues with various systems.
• Troubleshoots problems by anticipating and intervening in areas of customer needs, providing timely and accurate responses.
• Follows standard work related to departmental system checks and maintenance.
• Aids with documentation and maintenance of the knowledge base to ensure usability and standardization.
• Collaborates with multiple departments/functional areas to effectively and efficiently provide customer service and achieve the desired outcomes.
• Knows and understands when to expedite, expedite, and redirect issues and situations to other resources.
• Respectfully addresses situations or decisions to ensure customer needs and concerns are met and ensures adherence to confidentiality.
• Demonstrates professional relationship with all team members and customers, internal and external.
• Responds with a sense of urgency, owns the issue, exceeds expectations, drives resolution, and performs follow up as necessary.
• Comprehends customer’s level of knowledge related to information technology.
• Troubleshoots the situation at hand by asking relevant questions.
• Communicates and educates appropriately to ensure understanding.
• Promotes continuous learning for the customer to assist customers in becoming self-sufficient with computer/software use.
• Develops and supports effective team interactions through open and honest communication, receptive to feedback and mentoring.
• Develops and supports relationships that create an environment where individuals and team members learn and grow professionally.

QUALIFICATIONS

• High School diploma or GED preferred
• Must be 18 years of age
• Three years of experience in an information technology related job

PHYSICAL DEMANDS

• Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance
• Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties

WORK ENVIRONMENT

• Normally works in climate controlled office environment
• Frequent sitting with movement throughout office space
• Scheduled Weekly Hours: 40
• Scheduled FTE: 1
• Location: Corporate - 222 Building - Appleton,Wisconsin
• Overtime Exempt: No
• Worker Shift Details:

About ThedaCare

ThedaCare is a community health system consisting of seven hospitals, numerous clinics and related services.We are the third largest health care employer in Wisconsin and the largest employer in the state's second largest economic market - Northeast Wisconsin - with approximately 6,800 employees. Through our 100-year history, ThedaCare has woven itself into the very fabric of the communities we serve. For our employees, ThedaCare offers an environment that not only welcomes but also encourages innovative thinking and fresh approaches to today’s health care challenges. We’ve improvedthe health of thousands of individuals. We know this because we track our quality and constantly seek to improve our care and services for the members of our communities.

ThedaCare is an Equal Opportunity Employer. ThedaCare complies with applicable Federal civil rights laws and does not discriminate on the basis of race, ancestry, color, religion, sex, gender identity, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, or any other basis protected by law.