Service Desk Analyst - Information Technology - Flex 0.5 (40 hrs biweekly)

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.