Service Desk Analyst

Mercyhealth; Janesville (WI); Hybrid; USD 30,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life & Disability Insurance

Paid time off

Job summary

Mercyhealth seeks a Service Desk Analyst to provide end-user support onsite in Janesville, WI. You will handle hardware and software issues, support Epic EMR and enterprise apps, log tickets, and assist with password resets and access requests.

The role emphasizes strong customer service, incident ownership, and documentation for the knowledge base. Some travel to other Mercy locations may be required, and a relevant IT degree or experience is preferred.

Qualifications

• Associates degree 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.

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

Multi-tasking

Prioritization

Customer service

Troubleshooting hardware

Troubleshooting software

Education

Associate degree in Computer Science or related area

Two years of related work experience in lieu of degree

Tools

Microsoft operating systems

PCs and printers

Networking

Job description

## Service Desk AnalystApply: Onsite: Mercyhealth Hospital and Trauma Center - Janesville, WI: Full time: Posted Today: 2026-03269**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**NA**PAY RANGE:**$21.85 - $33.87Mercyhealth 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