Service Desk Analyst

Ovation Healthcare; United States; À distance; USD 46 000 - 64 000; Plein temps

Avantages offerts par ce poste

Comprehensive health and wellness bene

HSA with employer contributions

Wellness platform with premium Incenti

Employee assistance support and vol.P

Robust and flexible paid time off

401(k) plan with discretionary match

Professional development opportunities

Company issued equipment

Résumé du poste

Ovation Healthcare is seeking a Service Desk Analyst I to provide first-line technical assistance for clients remotely. You will troubleshoot over the phone or email, guide users through solutions and document all interactions to help ensure service level agreements are met.

The role requires an Associate degree in IT or equivalent experience, knowledge of TCP/IP, DNS, AD, and strong customer service skills. The company offers comprehensive benefits and remote-friendly policies.

Qualifications

• Associate degree in Information Technology or equivalent work experience.
• Knowledge of TCP/IP, DNS, WINS, and DHCP.
• Knowledge of MS Active Directory.
• Knowledge of network cabling standards and network room build outs.
• Tech savvy with office automation products, databases and remote access applications.
• Good understanding of computer systems, mobile devices and other tech products.
• Exceptional judgment, thinking skills, interpersonal skills.
• Ability to elevate and involve other resources as required to deliver/ support SLA’s, business requirements.
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
• Exceptional ability to work as a team player.
• Ability to train, explain and impart knowledge to others.
• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• English sufficient to provide and receive instructions/directions.

Responsabilités

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain skills by attending related training and performing research.
• Identify and suggest possible improvements on procedures
• Evening and weekend off hour activities as required.
• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
• Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
• Develops constructive and cooperative working relationships with others and maintains them over time.
• Encourages and builds mutual trust, respect and cooperation among team members.
• Experience in implementation and/or use of ITIL and ITSM concepts.
• Other IT support or IT administrative tasks as needed.

Connaissances

Technical support

TCP/IP knowledge

Active Directory

Customer service orientation

Communication skills

Formation

Associate degree in Information Technology or equivalent

Outils

ITIL

ITSM

Remote troubleshooting tools

VPN

Description du poste

About the Job

Welcome to Ovation Healthcare!

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com.

The Service Desk Analyst I is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our clients to perform their job duties. Service Desk Analyst I will answer queries on basic technical issues and work to resolve them. Service Desk Analyst I must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Essential Functions:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Maintain skills by attending related training and performing research.
• Identify and suggest possible improvements on procedures
• Evening and weekend off hour activities as required.
• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
• Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
• Develops constructive and cooperative working relationships with others and maintains them over time.
• Encourages and builds mutual trust, respect and cooperation among team members.
• Experience in implementation and/or use of ITIL and ITSM concepts.
• Other IT support or IT administrative tasks as needed.

Work Experience, Education, and Certifications:

• Associate degree in Information Technology or equivalent work experience.
• Knowledge of TCP /IP, DNS, WINS, and DHCP
• Knowledge of MS Active Directory
• Knowledge of network cabling standard and network room build outs.
• Tech savvy with working knowledge of office automation products, databases and remote access applications.
• Good understanding of computer systems, mobile devices and other tech products.
• Exceptional judgment, thinking skills, interpersonal skills.
• Ability to elevate and involve other resources as required to deliver/ support SLA’s, business requirements.
• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.
• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills.
• Exceptional ability to work as a team player.
• Ability to train, explain and impart knowledge to others.
• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.
• Capable of working within established policies, procedures and practices prescribed by the organization.
• English sufficient to provide and receive instructions/directions.

Core Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listen and get clarification; Respond well to questions.

• Written Communication - Able to read and interpret written information.

• Teamwork - Contributes to building a positive team spirit.

• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.

• Attendance/Punctuality - Is consistently at work and on time.

• Dependability - Ability to work independently with some guidance from supervisor/manager; Takes responsibility for own actions; Keeps commitments; Ability to effectively prioritize work.

Working Conditions and Physical Requirements:

• This is a remote position.
• Reliable high-speed internet connection is required for all remote/hybrid positions.
• Must have access to stable Wi‑Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.
• Collaboration in virtual settings and participation in team meetings.
• Ability to sit for extended periods at a desk and work on a computer.
• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi‑Fi unless connected through a secure company‑provided VPN, and compliance with all applicable HIPAA privacy and security regulations.

#LI-Remote

Benefits

The base compensation range for this position is:

$45,684.00 - $63,957.60

Compensation ranges could be hourly or salary depending upon the exempt status of the posted position.

Beginning compensation is determined based on objective factors such as location, qualifications, skills, certifications, and experience. Typically, a candidate is hired in the lower to midpoint of the range; the top end of the range is reserved for candidates with extensive specialized experience and mastery within the role. Compensation may increase over time based on performance, experience, and tenure.

Compensation is only part of Ovation’s total compensation package. Some additional benefits offered to full-time associates are:

• Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage
• HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts
• Wellness platform with premium incentives
• Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance
• Robust and flexible paid time off offerings and company paid holidays
• 401(k) plan with discretionary employer match opportunities
• Professional development opportunities
• Company issued equipment