Service Desk Analyst

Mercyhealth Wisconsin and Illinois

Janesville (WI)

On-site

USD 30,000 - 47,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

FSA/HSA

Paid Time Off

Parental Leave

Tuition Reimbursement

Certification Reimbursement

Well-being Programs

Employee Discounts

On-Demand Pay

Job summary

Mercyhealth Wisconsin and Illinois is seeking an IT Help Desk professional to provide phone and email support for hardware and software issues and assist users with the Epic EMR and other enterprise applications. You will log incidents, prioritize tickets, and manage access requests across Mercyhealth locations.

Travel to other Mercy locations is occasionally required. A2-year related experience and an Associates degree in Computer Science or related area are preferred; Microsoft/A+

Qualifications

Associates degree in Computer Science or related area is required.
Two years of directly related work experience will be considered in lieu of degree.
Experience with PCs, printers, networking and Microsoft operating systems required.
Customer service or contact center experience preferred.
Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful.

Responsibilities

Provide phone and email support to end users for hardware and software failures.
Assist end users with using the Epic EMR and other enterprise applications.
Respond to service requests, including password resets or system access requests.
Prioritize incidents based on end-user urgency and organizational impact.
Escalate issues within the department as needed and own incidents to ensure timely resolution.
Manage end-user relationships to ensure user satisfaction and document resolutions.

Skills

Customer service mindset

Troubleshooting

Communication

Multi-tasking

Education

Associates degree in Computer Science or related area

Tools

PC hardware

Printers

Networking

Microsoft Windows

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary responsibilities include:- Providing phone and email support to end users for hardware and software failures- Assisting end users with using the Epic EMR and other enterprise applications- Responding to service requests, including password resets or system access requests- Prioritizing incidents based on end-user urgency and organizational impact- Escalation of issues within the department as needed- Ownership of incidents to ensure timely incident resolution- Management of end-user relationships to ensure user satisfaction- Accurately logging incident details and documenting resolutions- Remotely connect to end user workstations to aid in troubleshooting of issues as needed- Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels- Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Basic hardware and application troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training.
Occasional travel to other Mercy locations is required

EDUCATION AND/OR EXPERIENCE

Associates degree–A. A.– in Computer Science or related area required. Two years of directly related work experience will be considered in lieu of degree
Experience with PCs, printers, networking and Microsoft operating systems required. Strong skills troubleshooting software and hardware problems beneficial. Previous customer service or contact center experience preferred. Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful.

CERTIFICATION/LICENSURE

Microsoft, A+, or similar is preferred

OTHER SKILLS AND ABILITIES

Ability to multi-task and prioritize tasks effectively

LEVEL OF SUPERVISION

Supervision needed

SUPERVISES

PAY RANGE:

$21.85 - $33.87

Mercyhealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status.

Mercyhealth offers competitive pay and a comprehensive benefits package including:

Medical, Dental, Vision
Life & Disability Insurance
FSA/HSA Options
Generous, accruing paid time off
Paid Parental and caregiver leave
Career advancement and educational opportunities
Tuition and certification reimbursement
Certification Reimbursement
Well-being Programs
Employee Discounts
On-Demand Pay
Financial Education
Annual recognition/awards events
Partner appreciation days
Family entertainment/attractions discount
Community service/improvement opportunities

At Mercyhealth, we don’t simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin.

Mercyhealth has been nationally recognized for our commitment to our people and culture, including: