Service Desk Analyst II: Senior IT Support & Incident Handler

OU Health; Oklahoma City (OK); On-site; USD 65,000 - 78,000; Full time

Benefits offered by this job

Benefits package

PTO

401(k)

Job summary

OU Health is seeking a Service Desk Analyst II to provide second-level IT support for incidents and requests across desktop, mobile devices, software, and peripherals. You will triage, research, and resolve issues and serve as a key technical resource for a broad set of applications.

Ideal candidates have 3–5 years in IT service desk, HDI-SCA certification within 12 months, and strong customer service, analytical, and time-management skills. After-hours on-call support may be required.

Qualifications

• Graduate of a Technical/Trade School or Associate's Degree required.
• 3–5 years of experience in service desk or related IT support.
• HDI Support Center Analyst (HDI-SCA) certification required within 12 months.

Responsibilities

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating progress, and maintaining a professional demeanor.
• Provides second-level assistance to Level 1 Service Desk analysts and supports escalations.
• Analyzes and resolves incidents and requests related to desktops, networks, and peripheral devices; logs and tracks from identification to resolution.
• Promotes system security and patient confidentiality and helps ensure compliance.
• Escalates the most complex issues to Tier III and supports after-hours/on-call as needed.
• Maintains confidentiality regarding patient and employee information.
• Performs other duties as assigned.

Skills

Domain knowledge

Technical troubleshooting

Time management

Analytical skills

Problem solving

MS Office & ServiceNow

Escalation handling

Tier III escalation

Customer service

Education

Associate's Degree

HDI-SCA Certification

Tools

ServiceNow

Job description

OU Health is seeking a Service Desk Analyst II to provide second-level IT support for incidents and requests across desktop, mobile devices, software, and peripherals. You will triage, research, and resolve issues and serve as a key technical resource for a broad set of applications.

Ideal candidates have 3–5 years in IT service desk, HDI-SCA certification within 12 months, and strong customer service, analytical, and time-management skills. After-hours on-call support may be required.