Service Desk Analyst
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Job Description
Aunt Martha s Health and Wellness boldly commits to supporting the well-being of our communities, ensuring equity in access and delivering exceptional care inspired by a culture of innovation. We are taking a responsible approach to creating environments that allow us to do what we do best provide healthcare and wellness. As a part of our commitment to health and safety, COVID-19 vaccines are required for all employees, as well as all newly hired employees. We require documentation upon hire.
Summary:
The purpose of this position is to provide IT support to all Aunt Martha's staff.
Responsibilities:
- Provides excellent customer service in one-on-one end-user problem resolution situations over the phone and in-person.
- Takes part in Aunt Martha s new hire trainings, instructing new users on IT policies and access management.
- Assists with the creation of the IT Service Catalog.
- Assists with configuration and monitoring of the Intune MDM platform.
- Manages IT-portion of the employee onboarding process. (Account/Mailbox configuration, phone setup, etc.)
- Provides efficient execution in the configuration, implementation and asset documentation of end-user IT hardware.
- Identifies, analyzes and resolves basic incidents regarding PCs (software and hardware), Internet connectivity and phones (voice).
- Coordinates timely repair of PC and phone equipment covered by 3rd party vendor maintenance agreements.
- Assists with service desk related on-site clinic needs and projects
- Works with escalated issues involving ticketing software and resolving issues within set SLO/SLA timeframes.
- Responsible for timely resolution of issues and meeting service level objectives.
- Participates in the rotating after-hours on-call schedule to meet the organizations 24/7 support requirement.
Required Qualifications:
- Significant experience with Microsoft Office suite of products.
- Experience with Office 365 products/environment.
- Excellent organizational skills with the ability to multi-task
- Communicates effectively (written and orally) with users, staff, management and external vendors.
- Familiarity with modern desktop or server operating systems, various software applications, and PC hardware.
- Understanding of mobile device configuration and support. (iOS and Android)
- Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled.
- Ability to reset passwords in an Active Directory environment and add PCs to Active Directory.
- Ability to manage own time effectively and to be prompt and punctual
- Basic PC/laptop/mobile device troubleshooting skills.
- Two-Year Associate or BA/BS degree required or equivalent skills/certifications.
- Individual should be capable of lifting 50 lbs.
The following would be considered a plus:
- A+ technology certificate or equivalent experience.
- Experience working with vendors to procure new equipment and resolve billing issues.
- Experience with an IT related ticketing system.
- Previous experience within an organization providing health care.
Working Conditions:
- Office environment. May require occasional travel to alternate locations.
- Hybrid Work-from-home options.
Aunt Martha s is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.