Memorial Health System is offering a comprehensive, affordable benefit package for all full time and flex time employees, along with the opportunity to support end users with a customer-focused approach. This onsite Service Desk Analyst role is a Flex 0.5 (40 hrs biweekly) position based in Reno, OH 45773.
What you’ll do
- Handle incoming IT requests through telephone, e-mail, and in person as needed, providing courteous, timely, and effective resolution.
- Capture and document key end user details, including name, department, contact information, and the nature of the problem.
- Prioritize and schedule issues, and escalate problems when required to the appropriate technician.
- Research, resolve, and respond to questions received by calls, emails, and callbacks, following established standards and escalating when appropriate.
- Record and track the full request problem-solving process, including successful and unsuccessful decisions and actions taken, through to final resolution.
- Support users across company sites to help ensure timely knowledge sharing and a positive impact on satisfaction.
- Use software updates, drivers, knowledge bases, and FAQ resources to speed problem resolution.
- Contribute to the Knowledge Base on a routine basis.
- Provide accurate and creative solutions for moderate complexity user issues to support user productivity.
- Maintain up-to-date knowledge of relevant product offerings and support policies to deliver technically accurate answers.
- Assist with team projects that improve Service Desk quality or efficiency and support special product-related needs.
- Apply diagnostic utilities to troubleshoot, build rapport, and gather clear problem details.
- Identify and learn the organization’s supported software and hardware, and perform post-resolution follow-ups.
- Reinforce SLAs to set expectations for end users, and communicate using AIDET in written and oral formats.
- Serve in an on-call capacity to troubleshoot and mitigate urgent or high-level system issues occurring after-hours and on weekends.
- Perform other duties as assigned.
What you bring
- High School Diploma, GED, or equivalent required.
- Minimum 1 year of experience in a service desk environment preferred.
- Associates Degree in CS/IT preferred.
- Strong listening, verbal, and written communication skills, with strong documentation ability.
- A strong sense of urgency, the ability to multi-task, and attention to detail.
- Ability to troubleshoot, analyze, and resolve customer concerns.
- High technical aptitude and PC literacy, including function and capabilities.
- Capability to work independently and as part of a team, including under pressure.
- Knowledge of basic computer hardware; experience with desktop and server operating systems.
- Working knowledge of a range of diagnostic utilities.
- Familiarity with fundamental principles of ITIL.
- Fluent English; ability to research a wide range of computing issues and present ideas in user-friendly language.
- Comfort with flexible hours and high-pressure task prioritization.
- Typing skills.
Preferred / helpful experience: Experience resolving escalated customer and vendor issues; experience in healthcare information technology; MCSE or A+; knowledge of ITSM/ITIL; knowledge of Citrix and VPN; extensive Microsoft application support experience.
Tools and technologies
ITSM, ITIL, Citrix, VPN, Microsoft, AIDET, MCSE, A+
Compensation and eligibility
Education, experience, and tenure may be considered along with internal equity when job offers are extended.
Bonus eligibility: Available to qualifying full or flex time employees. Eligibility will be determined upon offer.
Memorial Health System is a federal drug-free workplace. This policy prohibits marijuana use by employees.