IT Service Desk Analyst

Hybrid in Skokie, IL, with an hourly pay range of $26.36 to $39.54 based on expertise and years of experience. As an IT Service Desk Analyst at Endeavor Health, you will support patients and staff through a front line, Level 1 IT approach, helping people get back to what matters using MyChart and the organization’s IT resources.

What you’ll do

You will manage incoming requests using help desk tracking and ticketing systems, handling issues through telephone, chat, and case documentation. Responsibilities include basic triage to either resolve concerns or escalate them through the appropriate channel using an ITSM platform and the phone system.

• Assist internal and external users with computer hardware and software problems via telephone, chat, and ticketing systems
• Consult with Information System Support staff to determine when higher level support is needed, then dispatch support as appropriate
• Track and manage user requests using help desk tracking software
• Deliver professional, courteous, timely, and efficient customer service support using remote communication tools
• Perform other duties assigned by leadership

Schedule and role details

• Full Time
• Hours: Mon, Thu, Fri: 11:00am to 7:30pm; Sat-Sun: 7:30am to 4:00pm
• Hybrid Position

What you bring

• HS Diploma
• 1 year or more in a customer facing individual contributor role
• Solid verbal and written communication skills for phone interactions and documenting cases in a case management system
• Knowledge of current versions of Windows, MacOS, and ChromeOS
• Excellent customer service skills and strong analytical and critical thinking for issue resolution
• Ability to manage multiple projects efficiently and demonstrate personal and ethical accountability
• Previous experience in a technical 24x7 call center environment
• Preferred: Knowledge of Epic or other EHR software packages
• Preferred: Computer technical certification

Tools you’ll work with

You’ll use platforms and systems including MyChart, an ITSM platform, phone systems, and help desk tracking and case management systems, along with Windows, MacOS, and ChromeOS. Experience with Epic and other EHR software packages is a plus.

Benefits

• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Career Pathways for professional growth and development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities