Service Desk Analyst
Job Description
Job Description:
This is a remote night shift position.Work assigned ticketing and chat queue. Respond to, diagnose, and support PC, server, applications, and hardware through discussion with users. Leverage knowledge base to improve and support first call resolution.
Identify workarounds when needed and route more complex issues to the secondary and tertiary teams of support as required. Interact with network services, application support, and site support to restore service and/or identify and correct reported issues, as needed.
Document and prioritize Service Desk tickets, chat, and emails, call accurately in the ticketing system and respond in a timely manner as guided by the department's Service Level Agreements.
Support resolution of urgent issues, including paging appropriate experts to help resolve critical issues, as needed.
Makes process improvement suggestions and recommendations.
Assist with special projects as needed.
We hire people, not resumes. We also expect excellence, which is why we seek the following:
High School Diploma or equivalent, required
Associates or Bachelor's Degree preferred
1-3 years of IT Service Desk or Helpdesk experience, preferred. Equivalent education may be considered in place of experience.
Strong customer service and troubleshooting skills, required
Strong familiarity with personal computers, required
Related Work Experience.
HDI (Help Desk Institute) Certification and A+ Certification, preferred
ITIL Foundations preferred
In-depth knowledge of Windows 10 operating systems, preferred
Familiarity with O365 preferred
Client connectivity - PingID , VPN, IP Softphone
Experience using ServiceNow ticketing system preferred
Your next move.
Now that you know more about being a Service Desk Analyst I on our team we hope you’ll join us. At Intermountain Healthcare you’ll reaffirm every day how much you love this work, and why you were called to it in the first place.
Physical Requirements:
Night Shift
Location:
Peaks Regional OfficeWork City:
BroomfieldWork State:
ColoradoScheduled Weekly Hours:
40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$22.45 - $38.59We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package and our commitment to diversity, equity, and inclusion .
