Service Desk Analyst III-ARMC(FT, Variable)

Adena Health System; Chillicothe (OH); On-site; USD 50,000 - 75,000; Full time

Job summary

Adena Health System is seeking a Service Desk Analyst III for the Chillicothe IT team. The role focuses on tier 2 support, incident resolution, and user assistance with EMR and enterprise applications. Strong customer service and teamwork are essential.

Required HS diploma or GED with 1–2 years in service desk roles; Bachelor's degree preferred. On-call rotation and cross‑functional collaboration are part of the responsibilities at Adena Health System.

Qualifications

• Requires High School Diploma or GED; Bachelor's degree preferred.
• 1–2 years in customer service, help desk or service desk.
• 3–5 years in related customer service, help desk, or service desk preferred.

Responsibilities

• Provide tier 2 support via phone and email for hardware and software issues.
• Assist end users with EMR and enterprise applications.
• Respond to service requests including password resets and access requests.
• Prioritize incidents by urgency and impact; own incidents to resolution.
• Log incident details accurately and communicate resolutions to stakeholders.

Skills

Customer service

Help desk

Windows support

Outlook

ITIL

Teamwork

Communication

On-call rotation

EMR familiarity

Education

High School Diploma or GED

Bachelor’s Degree

Tools

VDI

VPN Client

Outlook configurations

EMR systems

Job description

Job Description

Service Desk Analyst III – ARMC (Variable) FT

At Adena Health, our non-clinical roles are essential to how care is delivered. These positions are a great fit for candidates who value service, organization, teamwork, and making a meaningful impact behind the scenes.

Mission Statement

“Called to serve our communities”.

Guiding Principle

“Let all that you do be done in love”.

Vision

To be the region's most trusted partner in healthcare.

Values

Compassion, Excellence, Integrity, and Trust.

Position Highlights

• Position: Service Desk Analyst III
• Salary: Based On YOE
• Work Life Balance: Full-Time | Variable
• Location/Department: Chillicothe –IT

Why Adena?

• Community-centered decision making
• Leadership visibility and cross-functional collaboration
• Competitive compensation and benefits
• Growth-focused culture
• Opportunity to influence real healthcare outcomes

Does Adena offer growth opportunities?

Growth at Adena isn’t one-size-fits-all. It’s built through relationships, mentorship, and opportunity.

Caregivers are encouraged to explore career paths that fit their strengths and interests through:

• Emerging leader and leadership development programs
• Tuition assistance and education support
• Skill‑building and lateral career opportunities
• Visibility with leaders who recognize potential early

What You’ll Do

Position Summary

The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operation so that caregiver can accomplish business tasks. This includes actively resolving escalated caregivers help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in‑person, hands‑on help when needed.

Minimum Qualifications

Required Educational Degree: High School Diploma or GED

Preferred Education

Bachelor’s Degree

Required Certifications, Credentials And Licenses

Preferred Certifications, Credentials and Licenses:

Required Experience

1-2 years’ experience related to customer service, help desk or service desk.

Preferred Experience

3-5 years related Customer service, help desk or Service Desk experience.

Job Specific Knowledge, Skills & Abilities

• Able to work in a team oriented, collaborative environment with a strong customer service focus
• Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices.
• Able to be self‑motivated and directed, to effectively prioritize and execute task in a high‑pressure environment.
• Ability to demonstrate strong knowledge and experience supporting Microsoft Windows.
• Able to communicate to and work with senior management and caregiver.
• Able to build rapport with a variety of personality types and users at all levels.
• Exposure to or knowledge of ITIL practices.
• Email architecture, services and protocols, Outlook configurations.
• VDI, VPN Client, and Web.
• Participates in on‑call 24x7 on‑call rotation with support team Leads small to medium sized projects and provides stakeholders with status reports regarding project assignments.
• Knowledge of ITIL Framework

Job Specific Essential Functions

• Demonstrates knowledge of and supports hospital and IT mission, vision, value and promise statements, policies and procedures, operating instructions, confidentiality standards and code of ethical behavior
• Performs tier 2 support-phone and email support to caregivers for hardware and software failures.
• Assists end users with using the EMR and other enterprise applications.
• Responding to service requests, including password resets or system access requests
• Prioritizes incidents based on end‑user urgency and organizational impact.
• Ownership of incidents to ensure timely incident resolution.
• Management of end‑user relationships to ensure caregiver satisfaction.
• Accurately logging incident details and documenting resolutions. l
• Remotely connect to end user workstations to aid in troubleshooting of issues as needed.
• Monitor Service Desk for tickets assigned to the queue and process first‑in first‑out based

Why Caregivers Stay?

• Reliable compensation
• Strong healthcare coverage options
• 3.5% retirement match with automatic annual increase
• PTO that grows with tenure
• Visible leadership impact within a regional health system

Adena Health System is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or status as a qualified individual with disability or any other protected class.