IT Service Desk Analyst

Edward Elmhurst Health; Skokie (IL); Hybrid; USD 36,000 - 55,000; Full time

Benefits offered by this job

Free Parking

Tuition Reimbursement

Health Savings Account Options

Paid Time Off

Job summary

Endeavor Health in Skokie, IL is seeking an IT Service Desk Analyst to provide first-line IT support for patients using MyChart and staff accessing IT resources. You will triage, resolve or escalate tickets via ITSM and phone systems, with a focus on timely, courteous service.

The role requires strong communication, knowledge of Windows, MacOS, ChromeOS, and experience in a technical 24x7 call center environment.

Qualifications

• Education: HS Diploma
• Experience: 1+ year in a customer-facing role
• Knowledge of Windows, MacOS, and ChromeOS
• Excellent customer service and communication skills
• Ability to interact via phone, chat, and ticketing systems
• Familiarity with ITSM and end-user support tools
• Epic or other EHR software knowledge preferred
• Technical certification preferred

Responsibilities

• 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

Skills

Communication

Windows

MacOS

ChromeOS

Customer service

Written communication

Interpersonal skills

Epic

Technical certification

Education

HS Diploma

Tools

Epic

Job description

IT Service Desk Analyst# Careers## IT Service Desk AnalystApply: NSO 4901 Searle Parkway Corporate Office Skokie: Full time: Posted Today: R47819**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 OpportunitiesEndeavor 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.