IT Service Desk Analyst

nshs; Warrenville (IL); Hybrid; USD 37,000 - 56,000; 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 to provide front-line Level 1 IT support for patients using MyChart and employees accessing IT resources. You will handle calls, triage, and escalate tickets via ITSM and phone systems, staying current with solutions and industry best practices.

Ideal candidates have strong verbal and written communication, a HS Diploma, and at least one year in a customer-facing role.

Qualifications

• HS Diploma or equivalent required.
• 1+ year in a customer-facing role.
• Strong verbal and written communication skills.
• Familiarity with Windows, MacOS, and ChromeOS environments.
• Experience with IT service desks or help desks is a plus.

Responsibilities

• Provide front-line Level 1 IT support via phone, chat, and ticketing.
• Triage, resolve, or escalate issues using ITSM tools.
• Dispatch higher-level support when needed in collaboration with IS staff.
• Deliver professional, courteous, timely customer service and document cases.
• Manage multiple requests and maintain quality communication.

Skills

Customer service

Verbal communication

Written communication

Windows

MacOS

ChromeOS

Epic

EHR

Education

HS Diploma

Tools

ITSM platform

Phone system

Job description

Hourly Pay Range

$26.89 - $40.33 - 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, Tues, Weds, Sat, Sun 2:00pm- 10:30pm
• 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.