Service Desk Analyst II

About Emory Healthcare

Be inspired. Be rewarded. Belong. At Emory Healthcare.

Emory Healthcare fuels your professional journey with better benefits, valuable resources, ongoing mentorship, and leadership programs, providing a supportive environment to reach new career heights.

Benefits

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more

Work Location

This Service Desk Analyst II position is 100% remote, but candidates must reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia or Wisconsin.

Job Description: Service Desk Analyst II

The IT Service Desk Analyst II provides customer support for IT related issues reported via the phone, email, voicemail and customer submitted incidents. In this role, you will communicate courteously and effectively to ensure customer and service level standards are successfully met. Anticipate and proactively respond to customer needs, making sure reported issues are documented in detail and resolved or properly assigned in ServiceNow. The Service Desk operates 24/7, 365 days per year.

Please note, we are seeking candidates who are flexible to work any shift to be considered for this role, which will include one weekend day per week on your assigned schedule. The role requires an initial training schedule of 7:30am-4pm EST Monday-Friday. Once training is complete after roughly a month, you will be assigned a specific shift based on internal team logistics.

To note again, this IT Service Desk supports a healthcare/hospital/clinic user base, and will require holiday and weekend work; a flexible schedule is a necessity.

Our team handles a high volume of daily requests, a combination of hardware, software, and healthcare-specific applications. We are seeking a candidate who has performed in a similar capacity, ideally for another large healthcare organization or large enterprise shop where high volume ticket queues are the norm. Prior IT helpdesk/service desk experience in a high volume environment is crucial.

Responsibilities

• Works on an Incident Management System ticket queue (ServiceNow), accurately and thoroughly documenting issues and resolutions.
• Troubleshoots Microsoft and Apple devices; day to day varies between hardware, software, resetting passwords, to specific application related issues.
• Uses predefined processes, tools, knowledge entries and templates to resolve customer issues at initial contact.
• Monitors assigned tickets in ServiceNow queue daily, follows-up with customers, clarifies incident details, enters troubleshooting steps and progress documentation, and reassigns and/or resolves as appropriate.
• Recommends ideas for new Incident templates to expedite incident detail and assignments.
• Follows established procedures to comply with HIPAA guidelines for PHI data.
• Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions.
• Contributes to the creation, modification and publishing of new Knowledge entries.
• Has in-depth knowledge of the services provided and ensures a positive and satisfactory customer experience.
• Demonstrates a commitment to customer satisfaction by following up on high priority incidents, ensuring that the issues are being properly addressed.
• Functions as a Customer Advocate by following up on status requests with Resolver Groups and providing follow-up directly to the Customer.
• Functions as Liaison between the Information Services department and the customer.
• Provides face to face support and resolution for minor computer-related problems, first level WOW Cart support, communication, documentation and customer training.

Preferred Qualifications

• Previous Service Desk experience for a healthcare organization
• High volume IT Service Desk experience

Minimum Qualifications

• Associate's degree in computer science and one year experience in a direct user support help desk environment including the use of Microsoft Office Suite, OR two years experience in computer support operations without a degree.
• A+ Certification, or Support Center Analyst Certification, or IS related Certification preferred.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.

Key skills/competency

• ServiceNow
• Incident Management
• Customer Support
• Troubleshooting
• HIPAA Compliance
• Knowledge Centered Support
• Microsoft Office Suite
• Hardware/Software Support
• High Volume Environment
• Healthcare IT