Help Desk II

Willis-Knighton Health System is hiring a Help Desk Analyst II to deliver reliable, first-level technology support for internal teams and external customers. This onsite role in Shreveport, LA focuses on strong customer service, timely issue resolution, and clear documentation that helps the Service Desk and Information Management teams improve outcomes for end users.

What you’ll do

• Provide first-level hardware and software support, including password resets, in a professional and timely manner across phone, email, and self-service ticket channels while maintaining Five-Star Customer Service.
• Acknowledge customers promptly, determine needs, and work to resolve issues or requests efficiently.
• Help customers understand and use software tools and equipment, including Meditech Expanse, the Microsoft Office Suite, and Galactica, to support end-user and customer requests.
• Answer questions related to system operations, assess the scope of each problem, and escalate when next-level support is required.
• Determine the appropriate higher-tier or second-level support group when First Call Resolution is not achieved.
• Follow established Help Desk policies, procedures, and guidelines for processing, escalating, notifying, and closing calls.
• Document resolutions thoroughly in the ticketing software system, including incident descriptions, customer information, hardware used, troubleshooting methods performed, and final resolution steps. Share resolution or escalation details with the customer.
• Manage Support Teams Service Desk queues to help ensure customer SLAs are met.
• Follow up with internal and external support technicians, analysts, programmers, and other resources to provide ticket status updates.
• Create Knowledge Base articles to support Information Management teams in resolving recurring issues.
• Act as a liaison between the Information Management Department and customers.
• Complete other duties and special projects as assigned.

What you bring

• High school diploma or equivalent
• Excellent customer service skills
• Strong problem-solving skills
• Ability to work effectively as a team member
• Proficiency in Microsoft applications, including Word, Excel, and PowerPoint
• Ability to make decisions regarding own work on primarily routine tasks

Tools you’ll work with

• Meditech Expanse
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Galactica
• Support Teams Service Desk and a ticketing software system
• Knowledge Base articles

Work type: Full Time. Location: Shreveport, LA (onsite).