Service Desk Technical Analyst I (Work from Home Pennsylvania)

Lensa; Danville (PA); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading company in IT services is hiring a Service Desk Technical Analyst I for remote support in Pennsylvania. This entry-level position involves managing technical issues related to IT hardware, infrastructure, and software, specifically within the healthcare sector, ensuring a high level of service and support across all departments.

Benefits

Healthcare benefits from day one

Collaborative work environment

Diversity and inclusion initiatives

Qualifications

• Minimum of 2 years of relevant experience required.
• Experience in delivering customer-facing technical support.
• Strong understanding of the Electronic Health Record (EHR) system.

Responsibilities

• Provide professional remote support for technical needs across various business lines.
• Facilitate implementation solutions aiming for First Call Resolution.
• Document interactions and troubleshooting efforts.

Skills

Technical Support

Problem Resolution

Communication

Documentation

Education

High School Diploma or Equivalent

Job description

Service Desk Technical Analyst I (Work from Home Pennsylvania)

Service Desk Technical Analyst I (Work from Home Pennsylvania)

1 week ago Be among the first 25 applicants

Lensa is the leading career site for job seekers at every stage of their career. Our client, Geisinger Health System, is seeking professionals. Apply via Lensa today!

Job Summary

In a 24/7/365 environment, the Service Desk Technical Analyst is responsible for the performance of tasks related to Geisinger IT hardware, infrastructure, access, application and software support, including the EHR (Electronic Health Record) System. This includes but is not limited to issue and problem resolution, access management, request fulfillment, training, testing, implementation, go-live and operational support, and maintenance. The IT Service Desk serves as a front-line and tier 2 technical contact between Information Technology and Geisinger's organizational departments (clinical and non-clinical), IT vendors, partners, and the user community.

Job Duties

• Provides professional remote and customer-facing support and solutions for technical needs supporting all business lines across Geisinger's customer base.
• Service Desk Technical Analyst makes decisions based on independent judgment to resolve a range of complex technical problems. (Eus), assesses the impact and urgency of an issue and sets priority according to established Service Level Agreements (SLAs)
• Facilitates the implementation of appropriate solutions with the goal of First Call Resolution
• Develops a strong understanding of the EHR (Electronic Health Record) and all Geisinger technology and applications, common support concepts, practices, and procedures.
• Provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships throughout the Geisinger Health system.
• Accurately documents the details of interactions, incidents, and requests, including all troubleshooting efforts and work performed for the customer
• Provides regular updates regarding work status via standard documentation tools and/or huddles, meetings, etc. Learns and begins to apply appropriate issue escalation.
• As requested, produces documentation including current and future state workflows, pros/cons, gap analysis, needs assessments, design specifications, build documentation, test plans, project plans, status reports and transitionary documentation.
• Where escalation is needed, determines the appropriate path and routes the incident according to the established protocol and/or detailed knowledge of technical roles/assignment groups.
• Uses appropriate communication methods to notify IT customers of scheduled and unscheduled downtimes or interruptions in service
• Maintains security and confidentiality, especially under circumstances that require access or exposure to Patient Information (PI) or Personally Identifiable Information (PII) (SD) and adheres to best practice standards
• Communicates effectively with peers, informaticians, stakeholders, project teams, and leadership.
• Participates in team on-call rotation to provide 24x7x365 support to assigned areas.
• Supports system upgrades, patches, and monitoring.
  
  

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

• Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
  
  

Position Details

Work Schedule: 8:00AM-4:30PM (5-8’s) or 7:00AM -5:30pm (4 – 10’s), every 3rd weekend including holidays

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 2 years-Relevant experience* (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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