Service Desk Analyst

Methodist Le Bonheur Healthcare is hiring a Service Desk Analyst to receive, analyze, and resolve customer requests for Information Systems services. The role provides Tier 1 support, routes requests to appropriate support groups, monitors systems, and maintains accurate support documentation.

What you'll do:

• Provides Tier 1 customer support by directly responding to customer requests for service
• Assigns calls to the appropriate support groups or individual
• Monitors processes and the status of various systems. Ensures that Help Desk system databases contain accurate information. Develops and maintains process resolution documentation, flow sheets, and procedural references

What they're looking for:

• Required - Associates Degree Computer sciences
• Preferred - High School Diploma or Equivalent
• Preferred - End-user support 1-3 years
• Preferred - Technical support call center or help desk 1-3 years
• Preferred - Microsoft Certified Technology Specialist Microsoft
• Knowledge of a wide range of hardware equipment and software applications. Comprehensive understanding of Information Systems and the functional duties of various support groups
• Demonstrated expertise in Information Technology support commensurate with requisite Education/Training
• Demonstrated ability to work independently and to consistently exercise sound judgement and initiative in a wide range of circumstances
• Ability to effectively operate and troubleshoot a wide range of computer operating systems, applications and system management software tools
• Must be able to communicate in verbal and written communications. Typical mediums of communications include face-to-face dialogue, telephone, memos, and electronic mail
• Ability to interpret equipment status indicators to determine appropriate operating conditions. Indicators may include visual and/or auditory techniques or queues
• Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation

Benefits:

• Hybrid work arrangement