Service Desk Technical Analyst I (Work from Home - Pennsylvania Resident)

Geisinger; Harrisburg (Dauphin County); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading healthcare company seeks a Service Desk Technical Analyst to support IT hardware, infrastructure, and software applications in a 24/7 environment. The role involves resolving complex issues, ensuring access management, and providing operational support across various IT services. Relevant experience and a High School Diploma are required.

Benefits

Comprehensive healthcare benefits

Collaborative and inclusive work environment

Qualifications

• Minimum of 2 years relevant experience required.
• High School Diploma or Equivalent (GED) is mandatory.

Responsibilities

• Provides professional remote and customer-facing support for all business lines.
• Documents interactions, incidents, requests, and troubleshooting efforts.
• Participates in on-call rotation for 24x7 support.

Skills

Customer service

Technical support

Problem solving

Education

High School Diploma or Equivalent (GED)

Job description

Job Summary

In a 24/7/365 environment, the Service Desk Technical Analyst is responsible for tasks related to Geisinger IT hardware, infrastructure, access, applications, and software support, including the Electronic Health Record (EHR) System. Responsibilities include issue resolution, access management, request fulfillment, training, testing, implementation, go-live support, operational support, and maintenance. The IT Service Desk acts as a front-line and tier 2 technical contact between IT and organizational departments, vendors, partners, and users.

Job Duties

1. Provides professional remote and customer-facing support for all business lines across Geisinger's customer base.
2. Makes decisions based on independent judgment to resolve complex technical problems, assesses impact and urgency, and prioritizes according to SLAs.
3. Facilitates implementation of solutions aiming for First Call Resolution.
4. Develops understanding of the EHR and all Geisinger technology, applications, and support procedures.
5. Provides technical support professionally, maintaining goodwill and productive relationships.
6. Documents interactions, incidents, requests, troubleshooting efforts, and work performed.
7. Provides updates on work status and learns to escalate issues appropriately.
8. Produces documentation such as workflows, gap analysis, needs assessments, test plans, and project reports.
9. Routes escalated incidents according to protocol and technical roles.
10. Communicates scheduled and unscheduled downtimes to IT customers.
11. Maintains security and confidentiality, especially regarding Patient Information (PI) and Personally Identifiable Information (PII).
12. Communicates effectively with peers, stakeholders, and leadership.
13. Participates in on-call rotation for 24x7 support.
14. Supports system upgrades, patches, and monitoring.

Work is typically performed in an office environment. The role requires compliance with organizational policies and procedures. The statements are not all-inclusive but cover typical responsibilities.

*Relevant experience may combine related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years).

Position Details

Work Schedule: 12:00 PM - 10:30 PM (4–10's), every other weekend, including holidays.

Preferred: IT knowledge, education, demonstrated customer service, call center experience.

Internet Requirements

Employee must have/supply: High-speed cable modem (NO DSL, wireless cellular, or satellite).

• 5MBPS UP
• 20MBPS DOWN
• <75 ms Ping
• <30 ms Gitter

Computer must be connected via Ethernet; Wi-Fi is not permitted unless through a VPN.

Qualifications

• High School Diploma or Equivalent (GED) - Required
• Minimum of 2 years relevant experience - Required

Our Purpose & Values

We are committed to caring for our patients, members, students, and communities, emphasizing kindness, excellence, learning, innovation, and safety. We offer comprehensive healthcare benefits and promote a collaborative, diverse, and inclusive work environment. We are an equal opportunity employer and encourage applicants from all backgrounds.