Analyst , IT Service Center; Per Diem

Purpose of Position

To provide first line technical support to the users of Cape Cod Healthcare's Information Systems including both hardware and software incidents and requests.

• Provide excellent customer support for CCHC staff requests for assistance via multiple delivery channels (phone, voicemail, self‑service portal, email) and contribute to meeting or exceeding key team metrics such as call acceptance, average speed of answer, and average open‑to‑close measures.
• Document detailed information on all user contacts using the SC’s service request/incident tracking system, including the nature of the reported issue, priority, troubleshooting steps taken, steps required for resolution, and assignment of unresolved issues to the appropriate IT team or staff member(s) after verifying all user contact information.
• Facilitate major incident processes when system problems occur by logging an incident, determining problem severity (or requesting manager assistance), and activating major outage protocols including technical escalation to internal and vendor teams, management communication, and end‑user notification/status updates while documenting detailed incident information.
• Maintain a current level of knowledge and proficiency with Information System technology, ITIL, and general IT Service Management practices through knowledge sharing sessions, courses, self‑study, and knowledge articles to stay current with support changes.
• Access confidential information only when necessary while assisting users with troubleshooting software or network problems, treat all information with continued confidentiality, and provide guidance for disposal of data.
• Assume other duties as directed.

Consistently deliver service excellence to all patients, family members, visitors, volunteers, and co‑workers in a manner that reflects Cape Cod Healthcare’s commitment to CARES: compassion, accountability, respect, excellence, and service.

• Associates Degree, preferably in a Healthcare IT‑related field.
• Minimum of two years of experience in a technical IT‑related position requiring exceptional customer service skills.
• One year of recent experience working at the IT Helpdesk in a Hospital/Healthcare environment.

Per‑diem hours, Days/Eves/Nights, Weekend coverage required and occasional holidays.

Cape Cod Healthcare, Inc.

Massachusetts – Hyannis

HCI-IT – Information Systems

$22.78 – $26.00