SERVICE DESK ANALYST II - INFORMATION TECHNOLOGY

North Oaks Health System - Hammond, LA

Full-time

Hammond, LA

Ambulatory Health Care Services

About the position

The Service Desk Analyst II will provide exceptional customer service and support to end users on various technical issues and problems relating to computer hardware, mobile devices, printers, software, networking, and applications. This position will provide Tier 2 assistance and support to customers in person, at off-site locations, over the phone, and via email using the IT ticket tracking system. The role requires participation in an On Call rotation, ensuring that support is available to users outside of regular hours when necessary. In this position, the analyst will serve as the first point of contact for customers seeking technical assistance, providing mid-level analysis and technical service desk support. Responsibilities include performing remote troubleshooting through diagnostic techniques and pertinent questions for desktop computers, laptops, peripherals, desktop applications, printers, scanners, and network connectivity. The analyst will guide customers through the problem-solving process, determine the best solutions based on the issues presented, and accurately record events and troubleshooting steps in the IT ticketing system. Additionally, the Service Desk Analyst II will assist in department moves, perform hardware and software installations, and mentor or coach tier 1 technicians. The role requires maintaining a professional image and reflecting the department and hospital's philosophy of excellence and professionalism in customer service. The analyst will also contribute to building a rich IT knowledge base through written procedural documentation and must adhere to compliance programs and regulatory guidelines.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person, over phone, by email or IT ticket system.
• Provide mid-level analysis and technical service desk support.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions for desktop computers, laptops, peripherals, desktop applications, printers, scanners and network connectivity.
• Guide customers through the problem-solving process.
• Determine the best solution based on the issue and details provided by customers.
• Accurately record events and troubleshooting steps in the IT ticketing system, including actual work performed, time spent on ticket, and any changes to hardware/software.
• Direct unresolved issues to the next level of support.
• Assist in department moves.
• Perform hardware and software installations, troubleshoot, and demonstrate problem-solving and multi-tasking skills with minimal oversight.
• Assist in the maintenance of equipment inventory and asset tracking.
• Mentor and/or coach tier 1 technicians.
• Interface with multiple levels of users, management, VIPs and technical staff.
• Contribute written procedural documentation necessary to build a rich IT knowledge-base.
• Participate in an On Call rotation.
• Perform other duties as assigned.
• Maintain a professional image and reflect the department and hospital's philosophy of excellence and professionalism in customer service.
• Follow North Oaks Health System compliance programs and federal and state regulatory guidelines.

Requirements

• High School diploma or equivalent.
• Obtain an IT Help Desk Professional certification within 6 months of hire date.
• CompTIA A+ or other equivalent approved certification must be obtained within 6 months of hire.
• Must have 3 years of technical experience.
• Minimum of two years supporting desktops in a Microsoft Windows environment.
• Ability to effectively multitask and handle multiple tickets and projects simultaneously.
• Hands-on experience configuring, installing, and managing PC hardware and software.
• Knowledge of peripheral devices such as Printers, Scanners, Credit Card Readers, etc.
• Knowledge of desktop applications, including but not limited to Microsoft Office.
• Knowledge of enterprise and network printing.
• Knowledge of Microsoft Active Directory.
• Experience using a Help Desk ticketing system.
• Familiarity with software that enables the remote control of workstations in a networked environment.
• Customer service oriented with excellent communication skills, including speaking, listening, reading and writing.

Nice-to-haves

• Associate degree in technology or related field.
• Experience with MAC OS, Android, iOS.
• Experience working in a healthcare environment.