IT Service Analyst III

Altru Health System; Grand Forks (ND); On-site; USD 36,478 - 54,718; Full time

Benefits offered by this job

Health plan

401(k) retirement plan

Dental plan

Vision plan

Life and disability insurance

Education assistance

PTO

Job summary

Altru Health System is seeking an IT Service Analyst to provide top-level IT support for incoming calls and tickets related to computer systems, software, hardware, and phone systems. The role involves documenting activities in ServiceNow, onboarding new staff, and collaborating with Technical Support on projects.

This on-site position in Grand Forks, ND requires 6+ years of related experience, a preferred Bachelor's degree in a computer-related field, and a valid driver’s license.

Qualifications

• Minimum of 6 years related experience.
• Preferred: Bachelor's degree in Computer and Information Science or related field.
• Valid Driver's License with acceptable driving record and compliance before start date.

Responsibilities

• Provides phone queue coverage and escalates incidents, tasks, and service requests according to current processes.
• Documents activities using IT Service Management tools and contributes to knowledge base.
• Assists with onboarding/training of new employees and supports project tasks.
• Leads various team projects and collaborates with Technical Support to deliver hands-on assistance.

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Job description

Everything we do is underscored by a why — and that why is one another.

Location:

Altru Clinic1300 S. Columbia Rd.Grand Forks, ND 58201Pay Range: $26.48 - $39.72

Summary:

The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests. Top level IT support and provide technical assistance for incoming calls and tickets related to computer systems, software, hardware, and the phone system. Document and manage calls in our ticketing system. Acts as the primary point of contact for customer service issues and requests. Gain and acquire extensive knowledge of our diverse array of computer systems, equipment, applications, and services. Provides solutions to a wide array of day-to-day issues and requests. Takes responsibility for issues or requests and ensures that proper resources are deployed, and a resolution or fulfillment is provided. Work closely with staff to manage time sensitive projects and tasks. Work with the Technical Support and Application Support teams to complete projects, trouble shoot issues, and bring back extensive knowledge to our team and document into our Service Now System. Help assist with the onboarding and training of new employees.
This is an on-site position located in Grand Forks, North Dakota
Work schedule is 40 hours per week, Monday - Friday between 7am and 6pm with occasional weekend work.

Essential Job Functions:

• Provides phone queue coverage. Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures. Fulfills customer requests in an effective, efficient, and acceptable fashion. Troubleshoots and resolves issues in an appropriate timeframe.
• Demonstrates the ability to prioritize job duties and requirements in order to meet the customer’s needs.
• Documents all appropriate activities using current IT Service Management tools. Assists with appropriate knowledge creation and maintenance in current knowledge base system.
• Participates in projects and completes tasks within scheduled time. Assists in maintaining customer accounts.
• Develops advanced support knowledge for most systems and hardware (computers phones and printers).
• Helps with onboarding/training of new employees.
• Leads various projects for the team.
• Works with Technical Support to be hands on assistance.
• Assistance with facilitating IT projects and facility moves.
• Performs other duties as assigned or needed to meet the needs of the department/organization.

Certifications

• Driver's License with Acceptable Driving Record | Driver's License - Current State Licensed | Prior to Start Date | HR Primary Sources

Education:

Preferred: Bachelors - Computer and Information Science- OR -Bachelors - Related Field

Work Experience:

Required: A minimum of 6 years Related Experience

Language Requirements:

This position requires proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.

Physical Demands :

• Sit: Frequently (34-66%)
• Stand: Occasionally (5-33%)
• Walk: Occasionally (5-33%)
• Stoop/Bend: Occasionally (5-33%)
• Reach: Frequently (34-66%)
• Crawl: Rarely (1-4%)
• Squat/Crouch/Kneel: Occasionally (5-33%)
• Twist: Occasionally (5-33%)
• Handle/Finger/Feel: Continuously (67-100%)
• See: Continuously (67-100%)
• Hear: Continuously (67-100%)

Weight Demands:

• Lift -Floor to Waist Level: Sedentary (<10 pounds)
• Carry: Sedentary (<10 pounds)
• Push/Pull: Sedentary (<10 pounds)
• Slide/Transfer: Not Applicable

Working Conditions:

• Indoor: Continuously (67-100%)
• Outdoor: Not Applicable
• Extreme Temperature: Not Applicable

Driving Requirement Definitions:

• Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
• Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
• Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
• Infrequent Drivers: Persons who are generally not expected to drive.

Driving Requirement for this position:

Occasional DriverReference ID: R7994

Making a real difference. For one another.

To take the best care of our patients and community — including friends, family, and neighbors — we need people who are committed to growth, excellence, and one another.

At Altru, you’ll find a culture where support and teamwork are at the heart of what we do. You’ll have opportunities to advance your skills, work with the latest technologies, experience the fulfillment that comes from giving back, and take your career wherever you want it to go.

Join our team and be a part of a small community with a big heart.

• Excellent benefits include a health plan and 401(k) retirement plan.
• Other benefits include a dental plan, vision plan, life and disability insurance, education assistance, paid time off (PTO).