Service Desk Support Analyst

• Facility
  * National Jewish Health
  - Main Campus
• Department Information Services & Technology
• Schedule
  - Shift
  - Hours Full Time
  - Day Shift

National Jewish Health is seeking a customer-focused and technically skilled Service Desk Support Analyst to join the Information Systems and Technology (IST) team. This role serves as the first point of contact for technical support across the organization, assisting clinical, research, administrative and external portal users with hardware, software, network and application-related issues. The ideal candidate enjoys troubleshooting technology, solving problems and delivering exceptional customer service in a fast-paced environment.

• Provides first-level technical support for hardware, software, network and application issues
• Troubleshoots and resolves incidents and service requests while escalating more complex issues to specialized IST teams
• Utilizes technical resources, knowledge bases and remote support tools to maximize first-contact resolution
• Maintains accurate documentation of incidents, troubleshooting activities and resolutions within the enterprise service management system
• Creates and maintains technical support documentation and communicates system outages, events and escalations as needed

National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research and education. As part of the IST team, the Service Desk Support Analyst plays an important role in supporting the technology systems relied upon by employees, researchers and clinicians throughout the organization. This position offers the opportunity to work across a diverse technology environment while building strong technical and customer service skills in a collaborative healthcare setting.

The Service Desk Support Analyst provides first level technical support to all clinical, research, administrative, and external portal end-users for National Jewish Health. The Service Desk Analyst partners and builds relationships with other Information Systems and Technology (IST) teams in achieving exceptional and high quality service delivery.

• Identifies, troubleshoots, and resolves problems related to hardware, software, network and systems/applications utilizing technical skills, historical database records and knowledge base documentation.
• Processes all incoming incident and service requests for Information Services and refers more complex issues that cannot be resolved at the Service Desk level to other IST support groups via Enterprise Service Management system.
• Creates, maintains, and distributes technical support documentation on the team and IST SharePoint sites.
• Enters all requests and thoroughly documents all information related to the request in the Enterprise Management System. This includes the information mentioned above, any and all error messages received by the end-user, all troubleshooting that has been performed, and any other information that would be deemed pertinent to the reported issue.
• Uses available tools, technical skills and abilities to resolve as many cases as possible from the Service Desk perspective, increasing first touch resolution. Leverages remote control software to trouble-shoot and train end-users.
• Responsible for keeping the Service Desk supervisor informed regarding current IST outages, events, and escalations.

Performs as back-up to staff absences and vacancies, as necessary.

• Accountability:Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Attention to Detail:Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Build Trust:Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
• Collaboration/Teamwork:Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others…