Service Desk Analyst Tier 1
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Job Location:
Woburn, MA - USA
Monthly Salary:
$ 21 - 36
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
When you join the growing BILH team youre not just taking a job youre making a difference in peoples lives.
The Service Desk Analyst is responsible for delivering world-class support services across all Beth Israel Lahey Health Inc. (BILH) entities and its affiliates. Using the Information Technology Service Management suite provided this Tier 1 support position is responsible for all aspects of customer requests and incident management. This includes logging triaging resolving and timely follow-up of service requests/incidents. The Service Desk Analyst interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be skilled in both customer service and various information technology areas. On a day-to-day basis the Service Desk Analyst ensures proper operation and support of PCs printers peripherals and mobile devices. This individual also supports all standard operating systems and software applications. The position requires an attitude of constant learning curiosity helpful engagement with clients and colleagues and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical.Job Description:
Primary Responsibilities:
1. Responds appropriately and in accordance with established guidelines and timeframes to all calls emails work orders or alerts by creating an incident/request using the IT Service Management Suite provided in an effective manner; maintaining and ensuring the accuracy of all logged information.
2. Responsible for Level 1 support providing basic to intermediate support. Exceeds end-user expectations by meeting established SLAs and customer demands. Drives high customer satisfaction and ensures services align with BILHs needs.
3. Exhibits commitment and accountability to coordinate customer support issues and ensure timely response positive outcomes and accurately identify when issues should be escalated to the Supervisor Service Desk for incidents/requests that require elevated support.
4. Diagnose and resolve simple to moderately difficult desktops and peripherals related to interoperability OS security issues system access passwords and authentication. Accurately responds to desktop issues related to profiles group policies and local system configurations.
5. Demonstrates an understanding of network-related activities and support including but not limited to IP and DNS.
6. Acquires professional knowledge and skills by participating in training opportunities in-service programs vendor seminars etc. to maintain the highest level of technical skills possible. Participates in cross-training and may be asked to train other IT colleagues.
7. Acquires an understanding of BILH-centric clinical and core applications with skill/ability to troubleshoot and resolve performance access and interoperability issues. Perform assessments and diagnosis of problems using remote tools with skill/ability to perform fixes and installations.
8. Acquires an understanding of best practices in regard to IT security in order to quickly identify potential business impacting vulnerabilities/threats.
9. May contribute to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
10. Responsible for hosting initiating and contributing to the Critical Incident Management process.
Required Qualifications:
1. High School diploma or GED required.
2. 1-3 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment.
3. Advanced Knowledge of various Operating systems (OS) such as Windows 10 and MAC OS Knowledge of various mobile devices such as: iOS and Android platforms.
4. Knowledge of Network fundamentals Solid experience with Citrix Systems application Solid experience with Microsoft infrastructure (Windows Active Directory Exchange etc.). Solid experience of Microsoft Office 365.
5. Knowledge and experience with ITSM systems such as Service Now or Remedy. May produce complex documents perform analysis and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems.
6. Advanced technical computer skills as required for technical support specific to functional areas and related systems.
7. Knowledge of Dell Apple HP and Ricoh hardware is desirable. Knowledge of Oracle PeopleSoft and Workday applications is desirable. Knowledge of Electronic Health Record (EHR) applications is desirable.
Pay Range:
$21.00 - $36.00The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors that may include seniority education training relevant experience relevant certifications geographyof work location job responsibilities or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials call pay premium pay overtime pay and other additional pay practices as applicable to the position and in accordance with the law.
As a health care organization we have a responsibility to do everything in our power to care for and protect our patients our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
More than 35000 people working together. Nurses doctors technicians therapists researchers teachers and more making a difference in patients lives. Your skill and compassion can make us even stronger.
Equal Opportunity Employer/Veterans/Disabled
Required Experience:
IC
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
About Company
Easily find the care you need when you need it. Find a doctor, schedule an appointment and put your health first. With 13 locations, our expert health care providers are nearby and ready to help.
