Job Description

IT Help Desk Analyst 1 (evening shift) - HYBRID (3 days per week onsite) at Trinity Health summary:

The IT Help Desk Analyst provides first-level technical support to end-users in a high-volume call center environment, resolving software and hardware issues and managing user account access. They utilize tools such as ServiceNow, Microsoft O365, Azure, and multi-factor authentication to troubleshoot and escalate issues as necessary. This role requires strong communication, problem-solving skills, and adherence to organizational policies while supporting Trinity Health’s mission and values.

NOTE: The majority of this work will be in a high volume call center style environment.

Preferred Skills: Service Now, Microsoft O365 suite, Azure, and Multi-factor authentication.

Under general supervision is responsible for providing the single point of customer contact, support or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported TIS systems.

ESSENTIAL FUNCTIONS

• Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions.
• Addresses all customer contacts (e.g. phone, email, self-serve, webchat, and online access) promptly and efficiently within a specific timeframe in order to provide a defined level of service and availability to the customer. Provides initial support or escalates calls to appropriate system support teams.
• Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IS Service Desk Support. Resolves problems for various applications, password reset/unlocks, multi-factor authentication (MFA), resets printers/terminals and provides user education on all TIS supported systems and telecommunications.
• Demonstrates an ability to understand the customer's needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations.
• Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions.
• Understands and follows defined departmental policies, procedures and processes in a team environment.
• May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing login ID, access, connectivity and emergency removal to applications and systems.
• Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

• Associate's degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred.
• Minimum of one (1) year customer service experience or demonstrated ability is required.
• At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications is preferred. An understanding of the interactions between system components is also desired.
• Must be proficient in the use of computers in order to provide initial system telephone support service. Experience in utilizing a call-tracking tool is desired.
• Basic knowledge of the call center environment and the importance of time management skills desired.
• Well-developed typing/keyboard skills required (40 WPM).
• Working knowledge of Active Directory and Azure Active Directory.
• Must be comfortable operating in collaborative, shared leadership environments.
• Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

• Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
• Must possess the ability to comply with Trinity Health policies and procedures.
• Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Required to be able to push/ pull and lift objects (computers, monitors, printers) weighing up to 50 pounds.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Keywords:

IT help desk, technical support, ServiceNow, Microsoft O365, Azure, multi-factor authentication, user account management, call center support, troubleshooting, customer service

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