Service Desk Analyst - PRN - Days

JOB SUMMARY

The Service Desk Analyst serves as the initial point of contact for end-users facing IT Services and Technology challenges within the health system and affiliates. The role involves troubleshooting, providing technical support, and ensuring customer satisfaction through effective communication, response, and problem solving. Must possess and exhibit basic understanding of computer systems, mobile devices, and other tech products. (iOS, Windows, etc). Must also exhibit a commitment to excellent problem-solving abilities and a customer-oriented approach. Effective communication skills; capable of explaining technical concepts to non-technical users. Ability to work independently and as part of a team, with a commitment to continuous learning and improvement.

JOB QUALIFICATIONS

Education: High school diploma or GED. Two year degree in Information Systems or related field preferred.

Licensure: None

Experience: 

• A minimum of six (6) months’ work experience in an information technology support setting (preferably healthcare related).

• A minimum of one (1) year professional work experience with an ability to exhibit an aptitude for technology. 

• Hamilton Health Care System (HHCS) would accept an equivalent combination of education and experience providing the candidate possesses the knowledge and abilities required by the position.

Skills: 

• A highly motivated, detail and service oriented individual that can work effectively with minimal direction in a job environment which requires creative leadership and precise written and verbal communication, problem solving, organizational and technical skills;

• A technical and functional understanding of hospital and related information systems that will allow credibility in the eyes of hospital and HHCS management, end users, Information Services personnel, consultants and vendors;

• A self-motivated, detail and service oriented individual with supervisory, organization, typing and precise communication skills.

• Ability to work with and utilize to the best advantage the Hamilton Health Care System representatives of various vendors and consultants;

• A mature individual with a strong sense of organization.

PHYSICAL, MENTAL, ENVIRONMENTAL AND WORKING CONDITIONS

Typical office/information systems environment, subject to frequent interruptions, heavy deadline requirements, along with high noise potential and cool temperatures in the data/print center.  The associate frequently works with sensitive and confidential patient and business information.

The individual must be able to do the following:

• maintain control;

• effectively establish and update priorities and exercise accurate judgment during high stress and peak workload periods;

• communicate effectively with management, members of the staff, system users, consultants and vendors in order to complete their requests;

• to lift, transport and install computer equipment;

• maintain a flexible schedule required in order to accommodate unusual work schedules and other responsibilities.