OWATC Jobs

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If link does not work, use requisition number #ITSER003120

Description
Under the direct supervision of the Information Technology (IT) Manager, the Service Desk Analyst is responsible for 1st-3rd tier support of 1,400+ 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.

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 manager if they cannot report.

Ogden Clinic provides competitive pay and benefits. Full-Time employees have access to:

• Medical (including a partially company funded HSA option and in-house discount plan)
• Dental, Vision, Disability and other plan coverage options.
• Company paid life insurance for employees and their families.
• Employee Assistance Program that provides free counseling to employees and their families.
• Paid Time Off and Holidays
• Scholarship Program
• 401k with generous profit sharing contributions.
• In nearly all cases, no nights, weekends or holiday shifts.
• Competitive pay starting at $25.00+ hourly with the potential of higher starting pay based on experience.
• Annual Performance/Merit Increase Program that offers up to a 5% pay increase.
• Salary ranges reviewed annually.
• Limited benefits for non-Full-Time employees.

Qualifications:
Behaviors (required)

• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations (required)

• Goal Completion: Inspired to perform well by the completion of tasks
• Self-Starter: Inspired to perform without outside help
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Job Security: Inspired to perform well by the knowledge that your job is safe

Experience (required)

• 2+ years’ experience with remote and desk-side user support and computer repair.
• Experience supporting and deploying Windows desktop OS, Mac OSX, Mobile Operating Systems (iOS, Android), and related technologies