Service Desk Analyst​/Information Technology

Job Description

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve.

Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve.

Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

Responsible for facilitating the initial call from customer inquiries or incidents. Responsible for answering questions, creating initial tickets, and performing incident resolution. Provides immediate assistance when possible or routes calls or tickets to Tier 2, or analysts.

• Performs triage to all calls and provides immediate assistance when possible.
• Triage and provides first tier support for incoming Service Desk tickets using network tools to remotely access customer devices and performs troubleshooting steps to attempt first call resolution. Routes calls and tickets needing in-depth experience to Tier 2 or respective analysts.
• Monitors all open tickets and documents all actions taken on tickets according to SLAs. Coordinates escalation with responsible IT resource(s) and notifies customer.
• Notifies Ticket System Admins of any changes or updates needed to system for more efficiency.
• Regular attendance at work is an essential function of the job.
• Perform physical requirements as described in the Physical Requirements section

• High School Diploma Required or
• G.E.D. Required and
• Associate's Degree from an accredited college or university in Information Technology Preferred

• Minimum one year of Help Desk experience in a customer service role Required and
• Current experience with various operating systems and software packages including MS Office 365,Windows 10, iOS, Android. Required

• Uses knowledge, skills to solve users problems.
• Understands and uses network tools to troubleshoot problems.
• Knowledge of the basic principles of network operating systems and user management.
• Skill in using network tools to solve user problems.
• Skill in the application of customer service etiquette.
• Excellent oral and written communication skills.
• Self-starter with personal initiative, able to follow direction, and good organizational skills.
• Work well in a team environment; supportive, collaborative, cooperative, service oriented.
• Ability to accept severe criticism from customers and respond calmly, professionally, and courteously that assistance will be provided.

• HDI
  - Help Desk Institute Support Center Analyst Certificate
  - Preferred

Children’s is the very best for kids and the very best for your career! At Children’s, we put YOU first so together, we can improve the life of every child!