IT Service Analyst III

Everything we do is underscored by a why — and that why is one another.

Altru Clinic
1300 S. Columbia Rd.Grand Forks, ND 58201

Pay Range: $26.48 - $39.72

The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests. Top level IT support and provide technical assistance for incoming calls and tickets related to computer systems, software, hardware, and the phone system. Document and manage calls in our ticketing system. Acts as the primary point of contact for customer service issues and requests.

Gain and acquire extensive knowledge of our diverse array of computer systems, equipment, applications, and services. Provides solutions to a wide array of day-to-day issues and requests. Takes responsibility for issues or requests and ensures that proper resources are deployed, and a resolution or fulfillment is provided. Work closely with staff to manage time sensitive projects and tasks. Work with the Technical Support and Application Support teams to complete projects, trouble shoot issues, and bring back extensive knowledge to our team and document into our Service Now System.

Help assist with the onboarding and training of new employees.
This is an on-site position located in Grand Forks, North Dakota
Work schedule is 40 hours per week, Monday
- Friday between 7am and 6pm with occasional weekend work.

• Provides phone queue coverage. Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures. Fulfills customer requests in an effective, efficient, and acceptable fashion. Troubleshoots and resolves issues in an appropriate timeframe.
• Demonstrates the ability to prioritize job duties and requirements in order to meet the customer’s needs.
• Documents all appropriate activities using current IT Service Management tools. Assists with appropriate knowledge creation and maintenance in current knowledge base system.
• Participates in projects and completes tasks within scheduled time. Assists in maintaining customer accounts.
• Develops advanced support knowledge for most systems and hardware (computers phones and printers).
• Helps with onboarding/training of new employees.
• Leads various projects for the team.
• Works with Technical Support to be hands on assistance.
• Assistance with facilitating IT projects and facility moves.
• Performs other duties as assigned or needed to meet the needs of the department/organization.

• Driver's License with Acceptable Driving Record | Driver's License
  - Current State Licensed | Prior to Start Date | HR Primary Sources

Preferred:
Bachelors
- Computer and Information Science- OR
-Bachelors
- Related Field

Required:

A minimum of 6 years Related Experience

This position requires proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.

• Sit:
  Frequently (34-66%)
• Stand:
  Occasionally (5-33%)
• Walk:
  Occasionally (5-33%)
• Stoop/Bend:
  Occasionally (5-33%)
• Reach:
  Frequently (34-66%)
• Crawl:
  Rarely (1-4%)
• Squat/Crouch/Kneel:
  Occasionally (5-33%)
• Twist:
  Occasionally (5-33%)
• Handle/Finger/Feel:
  Continuously (67-100%)
• See:
  Continuously (67-100%)
• Hear:
  Continuously (67-100%)

• Lift
  -Floor to Waist Level: Sedentary (