Service Desk Analyst

Methodist Le Bonheur Healthcare; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Methodist Le Bonheur Healthcare in Memphis seeks an IT Help Desk professional to provide Tier 1 support, log and resolve service requests, and route incidents to the correct teams.

You will support end-user hardware and software, document resolutions, and maintain knowledge base while delivering compassionate customer service aligned with MLH values and patient-first care.

Qualifications

• Associates degree in Computer Science or related field required; HS diploma accepted with equivalent experience.
• 1–3 years end-user or help desk support preferred.
• Ability to log, analyze, and resolve IT service requests across channels.
• Strong communication and customer service skills.

Responsibilities

• Provide Tier 1 help desk support via phone, email, and chat.
• Assign and route requests to appropriate support groups.
• Monitor system queues and maintain accurate documentation and knowledge base.

Skills

Tier 1 support

Customer service

End-user support

Help desk

Hardware & software knowledge

Verbal & written communication

Education

Associates Degree Computer sciences

High School Diploma or Equivalent

Tools

Microsoft Certification

Job description

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Under general direction, receives, logs, analyzes, and resolves customer requests for Information System services via various communication channels. Demonstrates strong analytical and customer service skills. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Under general direction, receives, logs, analyzes, and resolves customer requests for Information System services via various communication channels. Demonstrates strong analytical and customer service skills. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Provides Tier 1 customer support by directly responding to customer requests for service.
• Assigns calls to the appropriate support groups or individual.
• Monitors processes and the status of various systems. Ensures that Help Desk system databases contain accurate information. Develops and maintains process resolution documentation, flow sheets, and procedural references.

Education/Formal Training Requirements

• Required - Associates Degree Computer sciences
• Preferred - High School Diploma or Equivalent

Work Experience Requirements

• Preferred - End-user support 1-3 years
• Preferred - Technical support call center or help desk 1-3 years

Licenses and Certifications Requirements

• Preferred - Microsoft Certified Technology Specialist Microsoft

Knowledge, Skills and Abilities

• Knowledge of a wide range of hardware equipment and software applications. Comprehensive understanding of Information Systems and the functional duties of various support groups.
• Demonstrated expertise in Information Technology support commensurate with requisite Education/Training.
• Demonstrated ability to work independently and to consistently exercise sound judgement and initiative in a wide range of circumstances.
• Ability to effectively operate and troubleshoot a wide range of computer operating systems, applications and system management software tools.
• Must be able to communicate in verbal and written communications. Typical mediums of communications include face-to-face dialogue, telephone, memos, and electronic mail.
• Ability to interpret equipment status indicators to determine appropriate operating conditions. Indicators may include visual and/or auditory techniques or queues.
• Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation.
• Ability to type with accuracy, while simultaneously conversing with customers over the telephone.
• Ability to exhibit a customer-oriented and professional demeanor at all times.

Supervision Provided by this Position

• There is no lead or supervisory responsibilities assigned to this position.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South’s largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.