Description
Under the direct supervision of the IT Service Desk Supervisor, the Service Desk Analyst is responsible for 1st-3rd tier support of 1500+ end-users in a Microsoft Desktop environment. This position is also responsible for installation, relocation, and maintenance of computers, software, and equipment. The Service Desk Analyst also provides support to management, providers, and staff in relation to usage of computer, network, and peripheral equipment.

GENERAL RESPONSIBILITIES:

• Provide professional and courteous service to all “customers” of Ogden Clinic. Customers include all Ogden Clinic patients, affiliates, providers, administration, employees, co-workers, insurance company representatives, and all other vendor representatives.
• Meet behavioral expectations and support the dignity of all persons. Also, responsible for the stewardship of resources.
• Ensure applicable regulatory requirements are complied with and follow guidelines that maintain safety for oneself, patients, visitors, and co-workers.
• Study, understand, and adhere to all Clinic policies and procedures.

ESSENTIAL JOB FUNCTIONS:

• Analyze, install, configure, troubleshoot, maintain, and repair computer workstations (wired and wireless), printers, scanners, mobile devices, and other associated peripherals.
• Set-up new equipment and relocate existing equipment.
• Configure and install new desktop systems and peripherals.
• Install and maintain authorized software.
• Provide front-line support to management, providers, and staff in relation to usage of computer, network, and peripheral equipment.
• Using the Service Desk system, perform cradle-to-grave management of service requests, incidents, and problems using the ITIL methodology.
• Manage user account provisioning and related tasks.
• Provide excellent, professional technical support to end-users both in person and on the phone.
• Evaluate each phone call and on-site visit to determine appropriateness of response and referral of IT staff based on need and severity.
• Remain on-call in a rotating system, prioritizing each call and escalating calls based on importance.
• Available to work occasional night and/or weekends.
• Timely arrival for all scheduled work shifts. Employees must call prior to the start of shift to inform supervisor or manager if they cannot report.
• Frequent travel to office locations, both with company vehicle and personal vehicle.

OTHER DUTIES:

• Assist with special projects as assigned.
• Maintain confidentiality of patient records and employee/co-worker information.

QUALIFICATIONS:

• EDUCATION: High School Diploma plus some technical training.
• EXPERIENCE: 2+ years’ experience with computer support and repair.
• SYSTEMS: Windows desktop OS, Mac OSX, Mobile Operating Systems (iOS, Android)
• SOFTWARE: Microsoft Office Suite (2019/365), eClinicalWorks, DameWare Remote Support Utilities.
• LANGUAGE SKILLS: Proficient in reading and interpreting documents such as safety rules, operating and maintenance instructions, and procedure manuals. Able to write routine reports and correspondence as well as speak effectively before groups of customers or employees.
• Knowledge of PC hardware, printer repair and troubleshooting, Windows operating systems, Active Directory technologies, Ethernet (standard network protocols and cabling for wired and wireless), Internet protocols, and imaging and deployment technologies.
• Must effectively manage multiple tasks simultaneously.
• General office equipment and procedure knowledge helpful.
• Frequently lift and/or move up to 50 pounds.

CHARACTERISTICS:

• Must obtain and maintain eClinicalWorks Help Desk certification
• Must maintain a positive “can-do” attitude.
• Must effectively participate as a team member.
• Must be committed to the protection of confidential information, records, and/or reports.
• Must communicate effectively, both verbal and written, in a professional and courteous manner.
• Must have good focus on quality and close attention to detail, ability to self-motivate, and strong organizational skills.