Service Desk Analyst II

Oklahoma Children's Hospital OU Health; Central Park (WA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

PTO

401(k)

Medical & Dental Plans

Job summary

OU Health is seeking a Service Desk Analyst II to provide IT support for clinical and business applications, desktops, and mobile devices. You will triage, research, and resolve incidents, log activities, and collaborate with Level 1 staff to ensure timely resolutions while maintaining patient confidentiality.

The role requires 3–5 years of experience, a technical/trade school or associate degree, and HDI-SCA certification within 12 months. On-site support with comprehensive benefits is provided.

Qualifications

• Graduate of a Technical/Trade School or Associate's Degree required.
• 3-5 years of experience required.
• HDI Support Center Analyst (HDI-SCA) certification within 12 months of employment.

Responsibilities

• Provide second-level technical/clinical IT support for incidents and requests.
• Triage, research, and resolve issues related to application software, hardware, and peripherals.
• Log, track, and update incidents from identification to resolution; communicate progress to customers.
• Escalate complex issues to Tier III as needed and support Level 1 staff.
• Maintain patient confidentiality and device/security best practices.

Skills

Customer service

Technical troubleshooting

Escalation handling

MS Office

Communication

Time management

Education

Technical/Trade School graduate or Associate's Degree

Tools

ServiceNow

Desktop support tools

Job description

Job Description

The Service Desk Analyst II provides support for technology-related incident resolution and requests reported to the service desk. The Service Desk Analyst II also serves as a key technical/clinical IT resource for support of a broad set of technical /clinical and business applications. Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst II is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. The Service Desk Analyst II serves as a second level technical/assistance for the Service Desk Analyst I. Level II handles issues escalated by Level 1.

Responsibilities

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases.
• Promotes system security and patient confidentiality and helps ensure compliance.
• Provides second level assistance to Level 1 Service Desk analyst.
• Has the knowledge and availability to handle special project that are assigned to Service Desk.
• Ability to handle escalations from Service Desk Levell 1 analyst.
• Provides after hours and on-call support as needed.
• Maintains and protects confidentiality regarding all aspects of patient care and employee information.

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

• Education Requirements: Graduate of a Technical/Trade School or Associate's Degree required.
• Experience Requirements: 3-5 years of experience required.
• License/Certification/Registration Requirements: HDI Support Center Analyst (HDI-SCA) required within 12 months of employment.

Knowledge/Skills/Abilities Required

• Demonstrates understanding of Corporate, Division, and Facility-specific applications, technology, and terminology.
• Proficiency in addressing and resolving technology related issues, including, but not limited to desktop and network environments and peripheral devices.
• Strong organizational and time management skills to support customer processes and techniques.
• Advanced analytical skills.
• Ability to solve advanced problems.
• Advanced competency in MS Office Suite and ticketing systems such as ServiceNow.
• Independently resolves customer and Tier I escalations.
• Escalates the most complex issues to Tier III.
• Advanced customer service, strong organizational skills and strong interpersonal skills with Tier I agents.

Benefits

• We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more.

Company Overview

OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family. OU Health is the state’s only comprehensive academic health system of hospitals, clinics and centers of excellence. With 11,000 employees and more than 1,300 physicians and advanced practice providers, OU Health is home to Oklahoma’s largest doctor network with a complete range of specialty care. OU Health serves Oklahoma and the region with the state’s only freestanding children’s hospital, the only National Cancer Institute-Designated OU Health Stephenson Cancer Center, Oklahoma’s flagship hospital, which serves as the state’s only Level 1 trauma center and Edmond Medical Center in the heart of the Edmond Community. Becker’s Hospital Review named University of Oklahoma Medical Center one of the 100 Great Hospitals in America for 2020. OU Health’s oncology program at OU Health Stephenson Cancer Center was named Oklahoma’s top facility for cancer care by U.S. News & World Report in its 2020-21 rankings. OU Health also was ranked by U.S. News & World Report as high performing in these specialties: Colon Surgery, COPD and Congestive Heart Failure. OU Health’s mission is to lead healthcare in patient care, education and research. Experts in prevention, treatment and cures, our team works to improve lives through innovation in medical care, education and research, while investing in the people, technologies and facilities that will enable us to achieve our goals. We are seeking individuals who have a passion and talent for caring for others. By joining our team, you will provide quality health care to our community through the work you do every day. We provide clinical and non-clinical opportunities to further your career and we invite you to explore our available positions.

Equal Employment Opportunity

Equal employment opportunities are provided to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, sexual orientation, gender identity, genetic information or protected veteran status in accordance with applicable federal laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training. Reasonable accommodations are made to the known physical and mental limitations of qualified individuals with disabilities.