Associate Service Desk Analyst -- VH IT Customer Support Center -- Northgate-400 Association Dr.

Job Summary

The Service Desk professional applies knowledge of information systems products and services to assist internal users with issues ranging from simple to complex. You will identify, research, isolate, and resolve IT problems, and coordinate referrals to appropriate technical, professional, or service personnel for necessary services, repairs, training, and follow-up. The role may include information system library support and assisting with Data Center activities as needed. You will oversee the basic upkeep, configuration, and reliable operation of microprocessor-based computing systems, printers, and peripherals. A solid understanding of, and adherence to, the organization’s service level agreements and change control processes is required. You will also maintain a cybersecurity awareness level sufficient to securely complete job duties.

Responsibilities

• Provide basic Level I phone support to customers using the Knowledge Database and other reference materials.
• Resolve routine questions and problems.
• Demonstrate a solid foundation in customer service and maintain a positive customer service attitude.
• Use the tool set employed by the support center effectively.
• Show basic knowledge of Windows based PCs and Apple Android mobile devices.
• Receive, analyze, and log problem calls into the ITSM software.
• Coordinate with I/S personnel to resolve problem calls.
• Maintain and protect confidentiality regarding all aspects of patient care and employee information.

Knowledge, Skills and Abilities

Patient Group Knowledge (Only applies to positions with direct patient contact) The employee must possess or obtain by the end of the orientation period the knowledge and skills necessary to provide developmentally appropriate assessment, treatment, or care as defined by the department's identified patient ages. Specifically, the employee must demonstrate competency in: 1) obtaining and interpreting information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.

Competency Statement: Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist.

Common Duties and Responsibilities

• Maintain and document all applicable required education.
• Demonstrate positive customer service and co-worker relations.
• Comply with the company's attendance policy.
• Participate in the continuous, quality improvement activities of the department and institution.
• Perform work in a cost effective manner.
• Perform work in accordance with all departmental pay practices and scheduling policies, including overtime, various shift work, and on-call situations.
• Perform work in alignment with the overall mission and strategic plan of the organization.
• Follow organizational and departmental policies and procedures, as applicable.
• Perform related duties as assigned.

Education

Associate's Degree (Required). Education: Associates Degree, Certification, or equivalent demonstrable experience. Experience: 1+ years of experience in area of specialization or related profession.

Credentials

No Certification, Competency or License Required

Work Schedule

Nights

Status

Full Time Regular 1.0

Location

Northgate-400 Association Dr. Location of Job: US:WV:Charleston

Location (General)

Charleston, WV 25301

Contact

Talent Acquisition Specialist: Guy S. Stewart
[email protected]