Pay Range: $20.56 - $28.78 / hour
Additional components of compensation may include:- Evening & night shift differential
- Overtime
- On-call pay
Benefits information: At UW Health in northern Illinois, you will have: Competitive pay and comprehensive benefits package including: PTO, Medical, Dental, Vision, retirement, short and long-term disability, paternity leave, adoption assistance, tuition assistance Annual wellness reimbursement Opportunity for on-site day care through UW Health Kids Tuition reimbursement for career advancement--ask about our fully funded programs! Abundant career growth opportunities to nurture professional development Strong shared governance structure Commitment to employee voice
POSITION SUMMARY: The Service Desk Associate is responsible for providing technical support services to UW Health staff with a focus to troubleshoot and resolve the issue on the first call to minimize escalation to second level support. The Associate provides technical support on several applications including, but not limited to, the medical record system, faxing, imaging systems, Citrix, VPN, Microsoft Windows operating systems, Mac OS, Microsoft Office, PC hardware, printers, mobile devices and mobile device management, network and telephony technologies.
EDUCATION/TRAINING: Minimum:Associate degree in Healthcare, Information Technology, Business, or related field or Two (2) years' combination of relevant experience and education may be considered in lieu of degree.
Preferred:N/A
LICENSURE/CERTIFICATION: Minimum:N/A
Preferred:Help Desk Institute (HDI) Troubleshooting and Problem-Solving Boot Camp, ITIL Foundation certification.
EXPERIENCE: Minimum:N/A
Preferred:Experience in a health care setting.
REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES: Demonstrated success with troubleshooting common IT issues related to personal computers, mobile devices, printers, phones, and online messaging platforms preferred. Working knowledge of Microsoft Office Suite preferred. Working knowledge of Microsoft Operating Systems preferred. Knowledge of computer networks preferred. Demonstrated success working with a ticketing system for technical management support preferred. Knowledge of ITIL and Service Desk industry best practices preferred. Emerging proficiency in communication. Emerging proficiency in critical thinking. Emerging proficiency in effective team member. Emerging proficiency in customer service, escalation, troubleshooting and identity management. Excellent customer service skills/customer focus with attention to details. Strong professional telephone etiquette. Ability to apply de-escalation techniques. Able to interpret and appropriately triage IT issues reported by customers.
MAJOR RESPONSIBILITIES: Monitor the work queue and responds same day to assigned incidents and request tickets to assist in resolving or routing the ticket. Analyze and diagnose technical problems. Utilize communication skills to interpret the issue and explain the solution. Manage multiple tasks and establish appropriate priorities; act with urgency and persistence to resolve issues. Build working knowledge of an extensive set of technologies, systems, and applications. Provide high-touch service for providers with immediate technical needs in support of patient care. Use remote connection software to securely connect to the customer workstation. Resolve issues using available tools and existing skills/knowledge, such as searching for similar tickets, looking for a relevant knowledge base (KB) document, searching vendor support documentation, conducting research, or communicating with the subject matter expert (SME). Employ extensive troubleshooting ability. Document all support calls in task system within departmental guidelines and timeframes, including, but not limited to, accurate, detailed descriptions, and steps taken to resolve issue. Perform at, or above, required service levels for Service Desk metrics, which are measured monthly for all Service Desk staff. May include, but are not limited to, first contact resolution, customer survey scores, calls answered percentage, wrap-up time, and incidents reassigned percentage. Follow Security protocols for staff identification, termination, and escalation including cyber related events. If unable to resolve an incident or ticket, route it in an accurate and timely manner to second level support using resources available to assist in routing it. Ability to listen empathetically. Able to explain technical information in plain language. Proficient problem-solving skills, uses methodical troubleshooting. Strong written documentation skills. Ability to make judgments in demanding situations. Ability to react to frequent changes in duties and volume of work. Ability to accommodate work schedule changes as business requires. Ability to collaborate and work well with peers.Our Commitment to Diversity, Equity, and InclusionUW Health is committed to being a diverse, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer. Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged. EOE, including disability/veterans.