Service Desk Analyst II (Remote Optional)

This position may be performed remotely from the following locations within the United States of America: Arkansas, Colorado, Florida, Georgia, Indiana, Kansas, Louisiana, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, and Wisconsin.

General Description: The Service Desk Analyst II provides support for technology-related incident resolution and requests reported to the service desk. The Service Desk Analyst II also serves as a key clinical IT resource for support of a broad set of clinical and business applications. Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Uses the appropriate CTI categories for logging incidents and requests.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Serves as a key IT resource for support of the medical imaging systems to include PACS, CVIS PACS and basic troubleshooting for technical medical imaging interfaces and related technologies (eg, voice recognition)
• Promotes medical imaging application security and confidentiality, and works with internal IT Security team to ensure compliance.
• Provides support on a broad set of clinical applications to resolve incidents or fulfill requests received from facility service resources.
• Supports maintenance of facility-specific dictionaries.
• Promotes system security and patient confidentiality and helps ensure compliance.
• Provides after hours and on-call support as needed.

General Responsibilities

• Adheres to Code of Conduct and Mission and Value statements.
• Performs other duties as assigned

Minimum Qualifications:

Education: High School or GED. Bachelor's degree preferred.

Experience: Two to five years' work experience in a clinical IT support role

Or an equivalent combination of education and experience

License(s)/Certification(s)/Registration(s) Required: None

Knowledge, Skills and Abilities:

* Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.

* Proficiency in addressing and resolving technology related issues, including, but not limited to desktop and network environments and peripheral devices

* Demonstrated ability to learn customer support processes and techniques.

* Strong analytical skills.

* Ability to solve problems.

* Competency in MS Office Suite and ticketing systems such as ServiceNow

* Clinical operations and process understanding.

* Medical imaging operations and process understanding

* Understands pertinent JCAHO, MQSA, HIPAA and ACR guidelines.

* Demonstrates ability to establish and build strong relationships across a broad range of personality types.

Preferred:

* Competency in call center tracking tools

* Prior experience supporting customers in use of application software, including clinical software.

* Proficiency in using support software tools.

* Customer service orientation and/or prior customer service training.

* Proficiency in various programming and clinical application reporting tools