IT Service Desk Analyst

NorthShore University HealthSystem; Skokie (IL); Hybrid; USD 36,000 - 54,000; Full time

Benefits offered by this job

Incentive pay for select positions

Annual increases based on performance

Career Pathways to Promote Growth

Medical, Dental, Vision options

Tuition Reimbursement

Free Parking

Wellness Program Savings Plan

Health Savings Account Options

Retirement Options with Company Match

Paid Time Off and Holiday Pay

Community Involvement Opportunities

Job summary

Endeavor Health is seeking an IT Service Desk Analyst in Skokie, IL to provide frontline L1 IT support for patients using MyChart and staff using IT resources. You will handle calls, triage tickets, and escalate as needed while staying current with industry best practices.

The role is hybrid, full-time, with a pay range of $26.36–$39.54 per hour, and a comprehensive benefits package. Strong communication and a customer-first mindset are essential.

Qualifications

• HS Diploma
• 1+ year in a customer-facing role
• Solid verbal and written communication skills
• Knowledge of Windows, MacOS, and ChromeOS
• Experience with Epic or other EHR software preferred
• Computer certifications preferred

Responsibilities

• Assist users with software/hardware issues via phone, chat, and ticketing system.
• Coordinate with IS Support to route higher-level issues.
• Manage incoming user requests using help desk software.
• Provide professional, courteous support via remote communication.
• Perform other duties as assigned by leadership

Skills

Verbal communication

Written communication

Customer service

Problem solving

Multi-project management

Interpersonal skills

Analytical thinking

24x7 call center experience

Technical knowledge

Education

HS Diploma

Tools

Epic EHR

ITSM ticketing

Job description

Hourly Pay Range

$26.36 - $39.54 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights

• Position: IT Service Desk Analyst
• Location: Skokie, IL
• Full Time
• Hours: Mon,Thurs,Fri: 11:00am- 7:30pm / Sat-Sun: 7:30am- 4:00pm
• Hybrid Position

Job Summary

As the IT Service Desk Analyst at Endeavor Health, you will be responsible for handling calls across the entire Endeavor Health system, providing front line level 1 IT support for patients using MyChart and employees and non-employees using IT Resources. This role completes basic triage and resolution or escalation of tickets and phone calls via ITSM platform and phone system. To be successful in this role, you will be expected to remain updated on the latest solutions and technologies and advocate for the adoption of industry best practices.

What you will do

• Provides assistance to internal and external users regarding computer software and hardware problems via telephone, chat, and ticketing systems and manage incoming user requests.
• Consults with Information System Support staff to determine if higher level support is needed and takes appropriate action to dispatch support.
• Manages incoming user requests, utilizing help desk tracking software.
• Provides users with professional, courteous, timely and efficient customer service support, utilizing over the phone and remote communication technologies to service the end user.
• Other duties as assigned by leadership

What you will need

• Education: HS Diploma
• Experience: One (1) year or more in a customer facing individual contributor role.
• Unique or Preferred Skills: Demonstrates solid verbal and written communication skills.
• Knowledge of current versions of Windows, MacOS, and ChromeOS.
• Excellent customer service skills
• Clear, concise written and verbal skills required to interact with customers via phone and document cases in case management system.
• Solid understanding of information processing fundamentals and best practices.
• Ability to manage multiple projects with efficiency.
• Solid domain knowledge and interpersonal skills.
• Personal and ethical accountability.
• Demonstrates analytical and critical thinking for problem solving / issue resolution.
• Previous experience in a technical 24x7 call center environment
• Knowledge of Epic or other EHR software packages, preferred.
• Computer technical certification, preferred.

Benefits (For full time or part time positions)

• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

At Endeavor Health, we are united by a shared commitment to working together to create a culture of connection and belonging-each of us bringing different skills and experiences as we deliver safe, seamless, and personal care. Every person, every time. We are committed to fostering an environment where all team members can be their best, learn, and pursue excellence together.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.