Service Desk Analyst II

Support a high-volume service desk as a senior first-line technical resource with incident ownership, end-user training, and healthcare application support in Tampa.

Responsibilities

• Act as a senior resource for the Service Desk and serve as backup support to the Department Manager.
• Assist the Supervisor with daily Service Desk operations, including staffing, scheduling, workload distribution, queue management, and coverage.
• Monitor, troubleshoot, and resolve service desk incidents and service requests while meeting service level expectations.
• Review and audit incidents and service requests for quality, accuracy, documentation standards, and customer service excellence.
• Mentor, coach, and train Service Desk personnel to strengthen technical knowledge, service delivery, and troubleshooting.
• Provide ongoing guidance to Service Desk staff on best practices, processes, and procedures.
• Identify process improvement opportunities and recommend enhancements to Service Desk operations and customer experience.
• Provide first-line support for organizational software applications, including EPIC, Workday, and other enterprise business and clinical systems.
• Receive, document, prioritize, assign, track, and resolve user-reported incidents and service requests.
• Troubleshoot and resolve PC-related hardware, software, operating system, peripheral, and connectivity issues.
• Install, configure, and maintain desktop and laptop software applications.
• Coordinate with Information Services personnel, vendors, and support teams to resolve escalated incidents and implement solutions.
• Ensure incidents are assigned to appropriate support resources and actively tracked through final resolution.
• Install software upgrades, patches, revisions, fixes, and new application releases.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive.
• Advise users on effective methods and best practices for utilizing software products and technology resources.
• Provide specialized enterprise and healthcare application support including SHCIS, Epic, Cerner, PMTI, SBT, Workday, CARE, and other assigned applications.
• Investigate hardware issues, perform minor hardware repairs, and troubleshoot communication connection issues.
• Develop and maintain end-user documentation for internally developed and vendor-supported applications.
• Create reference manuals, quick-reference guides, tutorials, knowledge base articles, FAQs, training materials, and online help resources.
• Ensure documentation follows organizational standards and best practices.
• Plan, coordinate, develop, and conduct end-user training programs as needed.
• Deliver application-specific and productivity software training to support user adoption and organizational initiatives.
• Maintain and continuously improve knowledge management resources to support first-contact resolution and self-service capabilities.
• Assist in evaluation, recommendation, and selection of hardware, software, communications technologies, consulting services, and system integration solutions.
• Participate in side-by-side product reviews, weighted assessments, cost-benefit analyses, and price-performance comparisons.
• Serve as a technical advisor on project teams and selection committees as assigned.
• Recommend solutions aligned with organizational goals, operational needs, and technology strategies.
• Maintain security and integrity of software libraries and related resources; report security incidents and events per organizational policies.
• Participate in software testing, validation, and quality assurance activities.
• Support rotating schedules and after-hours coverage as needed.
• Complete special projects and other duties as assigned.

Requirements

• Minimum 5 years of experience in an IT Service Desk, Help Desk, Customer Support, or Technical Support environment.
• Demonstrated experience providing first-line technical support in a medium-to-large enterprise environment.
• Experience supporting enterprise business applications and end-user technologies.
• Experience with ITIL incident, request, knowledge, Major Incident Management (MIM), and change management.
• Experience with ticketing systems and service request tracking tools.
• Troubleshooting experience with Microsoft Windows operating systems, Microsoft 365 applications, desktops, laptops, and peripheral devices.
• ITIL Foundation 4 or 5 certification, or must be acquired within 12 months after hire.
• Knowledge of Microsoft Windows operating systems and Microsoft 365 Suite.
• Desktop, laptop, printer, and peripheral support experience.
• Software installation, deployment, configuration, and maintenance experience.
• Basic networking concepts, VPN connectivity, and communication troubleshooting.
• Incident and problem management best practices.
• Experience with remote support tools and technologies.
• Technical documentation and knowledge management practices.
• Enterprise application support in healthcare or large organizational environments.
• High School Diploma/GED.

Technologies

• EPIC, Workday, Epic, Cerner, PMTI, SBT, CARE, SHCIS
• Microsoft 365, Outlook, Teams, Word, Excel, PowerPoint, OneDrive
• Microsoft Windows
• ITIL, Major Incident Management (MIM)
• ServiceNow
• VPN

Schedule

• There are two openings for the Service Desk Analyst II position.
• Monday through Friday: 3PM to 12AM Midnight ET.
• Saturday through Wednesday: 3PM to 12AM Midnight ET.

Preferred Qualifications

• Experience supporting healthcare information systems and clinical applications.
• Experience supporting Epic EHR or similar applications.
• Experience supporting Cerner, CARE, PMTI, SBT, Workday, ServiceNow, or other enterprise healthcare systems.
• Experience developing user documentation and delivering end-user training.
• Leadership, mentoring, or team lead experience within a Service Desk environment.