Senior Service Desk Analyst

Senior Service Desk Analyst - IS Corporate Services

Education Requirements:

REQUIRES Associate's Degree or higher in Computer Science, Information Systems Management, Information Technology, Business Health Information Management, or related health care field from an accredited college or university OR equivalent work experience.

Required Experience:

Minimum 3-5 years of Service Desk, Technical or Help Desk experience required. Experience supporting healthcare applications, clinical systems, Microsoft 365, Active Directory, and endpoint management platforms preferred. Demonstrates experience serving as an escalation resource, mentoring staff, and driving service improvement initiatives preferred.

Certifications:

CompTIA A+ Certification preferred. CompTIA Network+, Security+, HDI Support Center Analyst, or Microsoft certification preferred. ITIL Foundation Version 5 is highly applicable for this role.

• Provides advanced telephone, remote, and in-person support for end users across a wide variety of hardware, software, mobile, and clinical technology platforms.
• Serves as an escalation point for complex incidents, requests, and technical issues that cannot be resolved by Associate and Service Desk Analysts.
• Evaluates user needs and coordinates with appropriate Information Services personnel, vendors, and third-party support teams when additional expertise is required.
• Maintains and utilizes SD+ software for accurate incidents, requests, problems, and change tracking.
• Possesses in-depth knowledge of operating systems, Microsoft 365 technologies, endpoint management, hardware support, identity and access management, and clinical information systems.
• Provides mentorship, training, and technical guidance to Associate Service Desk Analysts and Service Desk Analysts.
• Develops, maintains, and improves knowledge base articles, troubleshooting documentation, standard operating procedures, and end-user self-service resources.
• Assists with onboarding, training, and competency development of new Service Desk staff.
• Participates in major incident response activities and serves as a communication point between technical teams and end users during service interruptions.
• Supports accounts management activities including password resets, access provisioning, identity verification, and compliance with organizational security policies.
• Assists with implementation and support of healthcare applications, clinical workflows, electronic health record (EHR) systems, and ancillary clinical technologies.
• Identifies recurring issues and participates in problem management activities to reduce repeat incidents and improve service quality.
• Participates in after-hours, on-call, weekend, holiday, and emergency support rotations as required.
• Promotes exceptional customer service through professional communication, empathy, and effective issue resolution.
• Assists in mentoring and developing Service Desk Staff to achieve growth in experience.
• Complete annual education core requirements.

• Advanced troubleshooting and analytical skills
• Customer service excellence
• Incident and problem management
• Service level management (SLA adherence)
• ITIL processes and best practices
• Technical documentation and knowledge management
• Team leadership and mentoring
• Healthcare technology support
• Cybersecurity awareness and compliance
• Process improvement and operational reporting
• HIPAA compliance

Work is largely sedentary, with occasional standing and walking. Reaches, handles, lifts, and carry heavy books, manuals, and computer hardware, which seldom exceed twenty-five pounds in weight. Works in a clean, well-lit, heated, and ventilated office environment. May be required to work prolonged or irregular hours and attend occasional meetings. Role is primarily conducted from an office setting (Typically 8 hours of sitting).

Hours are generally 8:30 AM-5:00 PM on weekdays Monday through Friday but may occasionally require additional hours or later shift times for projects or emergency events. This position is hybrid remote with alternating on-site days and remote from home.

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IS Service Desk Manager, IS…