Service Desk Analyst II - Information Tech (Evenings)

Tanner-Health-1; Georgia; On-site; USD 45,000 - 65,000; Full time

Job summary

Tanner-Health-1 is seeking a Service Desk Analyst to support a 3,000+ user environment within the Information Technology department. The role includes phone support, dispatching technical assistance, and maintaining the service desk ticketing system.

The candidate will determine call urgency and act as a liaison between the technical staff and customers. Ideal candidates have a High School Diploma or GED, 3 years of related experience, and HDI Support Center Analyst Certification (or ability to

Qualifications

• High school diploma or GED is required.
• 3 years of related experience in a call center or direct user interaction role.
• Experience with Service Desk ticketing systems (Cherwell, Altiris, Remedy, HEAT) is desired.
• Proficiency with Windows operating systems and Microsoft Office Suite.
• HDI Support Center Analyst Certification is required or can be completed in 6 months.

Responsibilities

• Provide telephone support for a 3000+ user environment.
• Dispatch technical support to customer locations and escalate as needed.
• Maintain a service order database using Service Desk software.
• Assist with customer support and serve as a liaison between staff and customers.
• Determine urgency of calls and coordinate with technical staff.

Skills

Customer service

Troubleshooting

Decision making

Communication

Education

High School Diploma or GED

Associate degree or equivalent + CS coursework

Tools

Cherwell

Altiris

Remedy

HEAT

Remote control tools

VMware

Citrix

Sun Ray

Windows OS

Office Suite

Exchange

IP addressing

DNS

DHCP

Job description

The Service Desk Analyst is a team member of the Information Technology department, participating in the day-to-day operations of the office. This employee is responsible for providing telephone support for a 3000-plus user environment, dispatching all technical support to customer locations, handling all incoming calls and escalation for software and hardware support, and maintaining a service order database using the appropriate Service Desk Call Management software. The Service Desk Analyst assists with customer support and serves as a resource to the department and the organization for Service Desk information. The Service Desk Analyst must be capable of making decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department's wide variety of customers.

Education

High School Diploma or GED

Experience

Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Licenses and Certifications

HDI Support Center Analyst

Qualifications

Associate degree or equivalent college coursework in pursuing a bachelor's degree in Computer Science or a related field, including 60 hours of degree coursework. 1 year of experience in a customer service or support environment, preferably in a call center or other direct user interaction role. In place of educational requirements applicant must possess 3 years of the defined experience.

Experience with Service Desk ticketing systems such as Cherwell, Altiris, Remedy, HEAT, etc. desired.

Experience using remote control tools for assisting users, troubleshooting, and resolving problems.

Experience working with thin clients or virtualized applications. VMware, Citrix, Sun Ray, etc. desired.

Proficiency with Microsoft Windows Operating Systems.

Proficiency with word processing, spreadsheet, presentation software, workflow software, and database software. Prefer the Microsoft Office Suite of applications (Word, Excel, Powerpoint, Access, and Visio). Proficient with Microsoft Exchange email systems.

Familiarity with Internet Protocol (IP) addressing, Domain Name Service (DNS), and Dynamic Host Communication Protocol (DHCP) desired.

Help Desk Institute (HDI) Support Center Analyst Certification is required or able to complete in 6 months. Additional industry-recognized IT-related certifications are desired.