Service Desk Analyst

Mercy Health System Corporation; United States; On-site; USD 30,000 - 47,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

FSA/HSA

PTO

Parental Leave

Career growth

Tuition Reimbursement

Certification Reimbursement

Well-being Programs

Employee Discounts

On-Demand Pay

Job summary

Mercyhealth is seeking an IT Help Desk Specialist to provide phone and email support for hardware and software failures, assist users with Epic EMR and enterprise applications, and respond to service requests. You will prioritize incidents, log details, document resolutions, and remotely connect to end-user workstations to troubleshoot issues while maintaining high user satisfaction.

Requirements include an Associate degree in Computer Science or related field; two years of related experience;

Qualifications

• Associates degree in Computer Science or related field required.
• Two years of directly related work experience acceptable in lieu of degree.
• Experience with PCs, printers, networking and Microsoft operating systems required.
• Certification/licensure: Microsoft, A+ or similar preferred.

Responsibilities

• 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.

Skills

PCs & printers

Networking

Microsoft OS

Customer service

End user support

Troubleshooting

Education

Associates degree in Computer Science or related area

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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

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.

BENEFITS

• 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

Click here for more details regarding Mercyhealth Careers Benefit Information.

ABOUT MERCYHEALTH

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'S RECOGNITIONS

• #1 in the nation on AARP's Best Employers for Workers Over 50
• One of Working Mother magazine's 100 Best Companies for Working Mothers
• A Top 50 Company and Top 10 Nonprofit for Executive Women

For over 135 years, Mercyhealth has provided high-quality health care to residents throughout northern Illinois and southern Wisconsin. We have a passion for providing comprehensive health care close to home for area residents through our six hospitals and 85 primary and specialty care locations. As an integrated health system, you can come to us for routine health care, like annual physicals, immunizations and preventive health screenings, as well as highly specialized care, such as neonatal intensive care, heart surgery, stroke care, neurosurgery, cancer treatment and much more. The range of Mercyhealth's specialties and the skills of our doctors, nurses and clinical staff are truly extraordinary.