Location: Peoria,IL, USA
Job Details
IT Svc Dsk Ana 2
Department: IT - Customer Support Ctr
Usual Schedule: 8a-5p
Regions: Carle Foundation
On Call Requirements: Yes
Job Category: Information Tech
Work Location: Methodist Medical Center
Employment Type: Full - Time
Nursing Specialty:
Job Post ID: 46708
Secondary Job Category:
Experience Requirements: 1 - 3 Years
Weekend Requirements: No
Education Requirements: HS Diploma/GED
Shift: Day
Location: Peoria, IL
Holiday Requirements: No
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Check out this job opening for Carle Providers: IT Svc Dsk Ana 2 Check out this job opening for Carle Providers: IT Svc Dsk Ana 2
Job Description
JOB SUMMARY:
The Service Desk Analyst 2 is responsible for providing technical assistance / support for desktops, laptops, virtual desktops, network connectivity, business applications, clinical applications VOIP telephone systems and any other peripherals from customer phone calls, email, walk-ins, and customer service portal. Responsible for providing on-site support for all facets listed and are expected to diagnose, research and isolate the problem, as well as maintaining a business relationship with internal customers. Must be able to communicate in a clear and professional manner both verbally and in writing to ensure understanding by the customer. Understands business workflows in assigned areas and consults with customers on Service Requests. Makes sound technical decisions that meets both enterprise and customer expectations for implementation of solutions. Responsible for the deployment/installation of new computer desktop equipment, upgrading and rebuilding of existing equipment, movement of equipment as assigned, and accurately updating inventory database for asset management. Facilitates large scale moves and deployments to ensure a seamless transition to new location. Escalates issues to support specialists after exhausting all other resources. Required to organize and prioritize a queue of second level issues or Service Requests to ensure that service level agreements are met and patient care is minimally impacted. Specializes in at least one area of expertise and is the subject matter expert. Creates and maintains departmental documentation for cross training team members.
EDUCATIONAL REQUIREMENTS
Associates Related Field OR Two (2) years experience in providing desktop computer support.
CERTIFICATION & LICENSURE REQUIREMENTS
Driver's License
EXPERIENCE REQUIREMENTS
One (1) year at Carle as IT Service Desk Analyst OR Two (2) years of external experience providing desktop computer support.
SKILLS AND KNOWLEDGE
Effective verbal and written communications skills. Good time management skills. Ability to work on and complete assigned tasks calling on other team members as needed. Ability to function effectively and efficiently in high stress/emergency situations.
ESSENTIAL FUNCTIONS:
* Acts as first responder to provide technical assistance and support for all reported Information Technology issues.
* Log all calls and activities accurately into the Service Desk application, including updates and status changes while abiding by ITIL Incident Management outlined framework.
* Maintains detailed documentation of incidents and troubleshooting steps, as well as ensuring accuracy of asset management database.
* Triage problem by performing analytical analysis to troubleshoot, escalate, or resolve reported issues.
* Proactively recognize symptoms of systems outages and trends through reported issues and communicates throughout the organization.
* Maintains composure in high stress situations while de-escalating excited or frustrated customers.
* Provides second level onsite set up and support to end users for laptops, desktops, label printers, peripherals, and any other hardware or software
* Acquires Dell Self Maintainer certification allowing staff to perform warranty repairs on hard drives, system boards, processors in Dell equipment.
* Understands network infrastructure and able to use network analytical tools such as Cisco Prime, ISE Management console, and Fluke meters for troubleshooting.
* Uses Active Directory and Lepide for network account issues and computer access issues.
* Trains Work From Home users on configuration and set up and provides support using Cisco Meraki Dashboard.
* Assists in set up and supports Imprivata two factor authentication for employees to utilize occasional access from outside the network.
* Provisions and configures all company computing devices utilizing SCCM, Dell Management Console, and HPDM ensuring they meet Carle standards
* Understands and enforces security and compliance policies ensuring that PHI and PII is protected.
* Consults with assigned departments and understands their departmental workflows to advise on sound technological solutions.
* Gathers business requirements and use case information for consideration to IT Assessment Team for new applications and technology.
* Collaborates with Project Management and Facilities teams to ensure a successful move for departments to new locations.
* Must specialize in a job related subject matter approved by leadership.
* Create and maintain departmental documentation for cross training team members.
* Mentors Service Desk Analyst 1 technicians.
* Adheres to all Carle Behavior Standards.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: ...@carle.com. Positions are not available for remote work in the state of Colorado.
Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for Medical or Religious exemption will be permitted.
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