Service Desk Analyst III
Position Summary:
Responsible for fielding incoming hardware and software technical support tickets and performing analysis of situations or data. Independently applies specialized skills, conceptual knowledge, training, methods, techniques, and experience. Escalates advanced tickets appropriately after all prerequisites are completed. May act as an escalation point for peers and customers. Resolves incidents and completes service requests as necessary within established service level agreements. Excellent time management skills with the ability to assist in team work load management. Demonstrates initiative. Accountable for consistently delivering excellent customer service, while striving to exceed standard levels of service and support. Assignments may be complex in nature, non-routine, and diverse.
Responsibilities:
- Analyzes problems with existing system logic and documentation and prepares recommendations and implements corrective actions
- Acts as a liaison between the various customers and support staff to ensure requests, issues and problems are resolved in a timely manner by taking ownership of assigned requests/problems until completion
- Documents detailed information on customer issues and records steps taken to resolve problems
- Creates and maintains knowledge base documentation
- Monitors and performs maintenance tasks related to organizational systems
- Provides guidance and training to less experienced analysts
- Creates and distributes informational communication throughout the organization on downtime and status updates of information systems
- Communicates with patients, physicians, families and co-workers in person, through email and on telephone
- Performs other related duties as assigned
- Familiar with standard concepts, practices, and procedures within the field
- Relies on experience and judgment to plan and accomplish goals
- Regular and predictable attendance is an essential job function
- Competent to meet age specific needs of the unit assigned
Requirements and Minimum Qualifications:
- Bachelor’s degree with emphasis in Information Technology or related discipline from accredited institution. A minimum of 5 years’ relevant experience may be accepted in lieu of a bachelor’s degree.
- CompTIA A+ certification preferred
- ITIL Foundation certification preferred
- Knowledge of computer peripherals including but not limited to printers, fax machines and scanners, as well as mobile devices
- Experience using an ITSM ticketing system
- Deep knowledge of Active Directory
- Deep knowledge of Microsoft Operating Systems, Microsoft Windows based applications
- Excellent troubleshooting skills that include application and operating systems diagnostics
- Excellent critical thinking skills
- Excellent customer service skills
- Excellent verbal and written communication skills
Working Conditions:
- Must be able to lift and move up to 10 lbs
- Must be able to reach arms above or below shoulder height
- Must be able to maintain a sitting position
- Typical equipment used in an office job
- Repetitive movements
About Kootenai Health
Kootenai Health has a solid reputation in the Pacific Northwest and has a rich history that spans nearly 60 years of innovation, achievements, and healthcare benchmarks. Our main campus is located in Coeur d'Alene, Idaho, and includes a 330-bed community-owned hospital. We have been recognized among large employers as the No. 1 Best Place to Work in Healthcare by Modern Healthcare magazine and are regularly recognized by Cleverly and Associates for providing value to our community.
- Three Time Magnet Designated since 2006 – This designation is nursing's top honor, accepted nationally as the gold standard in nursing excellence. Kootenai was the first hospital in the Inland Northwest to receive this designation and the second in Idaho.
- Member of the Mayo Clinic Care Network – In 2014, Kootenai Health became the 30th member, a national network of like-minded organizations that share a commitment to better serving patients and their families. Kootenai Health is the first health care organization in the Pacific Northwest to be selected as a member of the Mayo Clinic Care Network, and, like all network members, will remain a locally-owned and independent health care provider.
- Most Wired / Wireless Hospital, Hospital & Health Networks – Kootenai is consistently named one of the country's 100 Most Wired hospitals. In this same survey, Kootenai also earned a spot on the Top 25 Most Wireless hospitals.
- Three Time Great Workplace Award – Kootenai Health has been recognized as one of the most engaged and productive workforces in the world!
As your next employer, we are excited to offer you:
- 100% employer-paid health insurance premiums for full-time employees. Part-time employees pay only a small portion a month for medical, dental, and vision coverage
- Tuition assistance program
- 457 retirement plan
- Convenient near campus daycare
- Competitive salaries with a 12% differential for nights and an 8% differential for weekends
- An award-winning and incentive-driven wellness program
- Employee reward, recognition, and retention programs
- Professional development and leadership training opportunities
- And much more
Have you considered a career at Kootenai Health? Maybe you should!
Apply today!
Kootenai Health complies with applicable federal civil rights laws and does not discriminate based on race, color, national origin, age, disability, veteran status, or sex. Kootenai Health does not exclude people or treat them differently because of race, color, national origin, age, disability, veteran status, or sex.
Location: Kootenai Health · IS - Helpdesk Services
Schedule: Temporary, Variable