IT Service Desk Analyst II 11a - 7p
Core
Provides Tier 1 and Tier 2 technical support via phone, email, remote assistance, and on-site visits for client technology and peripherals.
Role type
Tier 1/2 IT Service Desk Analyst
Builds
IT service desk operations and client technology support
Domain
Healthcare IT / Technical Support
Required skills
Windows OS support, Active Directory, hardware repair, ticketing systems, troubleshooting, documentation, inventory management
Preferred skills
Hospital experience, CompTIA A+/Network+ certification, Microsoft Office proficiency
Technologies
Windows 7/8.1/10, Microsoft Office, Microsoft Active Directory
Responsibilities
Log and resolve Tier 1 and Tier 2 incidents and service requests within SLA timelines; Schedule work to meet departmental SLAs; Evaluate customer needs and make technical recommendations; Create documentation for Tier I triage support; Utilize and manage software and hardware inventory systems; Install, upgrade, and maintain system and application components; Provide 24x7 on-call support; Follow up with customers to ensure satisfaction.
Seniority
Mid-level, hands-on IC