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

Geisinger; Pennsylvania; Remote; USD 45,000 - 70,000; Full time

Job summary

A leading healthcare provider is seeking a Service Desk Technical Analyst to support technical needs and deliver customer-facing solutions. This role involves resolving complex technical problems, providing essential support to customers, and ensuring system security. Candidates with strong customer service skills and relevant technical experience will find this position rewarding.

Qualifications

• Relevant technical education alongside experience may be considered.
• Experience in customer service and call center roles preferred.

Responsibilities

• Provide technical support for complex issues.
• Document interactions and troubleshoot effectively.
• Participate in on-call rotations for continuous support.

Skills

Customer Service

Technical Support

Communication

Education

Associate's Degree

Bachelor's Degree

Job description

• 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).

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

IT knowledge, education preferred
Demonstrated Customer Service, Call Center experience preferred

Internet Requirements:

Employee required to have/supply: Cable modem, (high speed only- NO DSL or Wireless Cellular Service or Satellite Service). Min requirements is:

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

Computer must be connected to the internet via Ethernet cable; wifi is not permitted unless a Virtual Private Network (VPN) is used for the wifi connection.