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Service Desk Analyst

Company: Broadstep Behavioral Health
Location: Milwaukee
Posted on: January 16, 2022

Job Description:

COMPANY BACKGROUND:Broadstep Behavioral Health, Inc. (Broadstep) f/k/a Phoenix Care Systems, Inc., is the parent company of Broadstep Academy, Inc. and Broadstep Pharmacy. Broadstep has been a leader in providing a continuum of physical, emotional, and mental support for children and adults with intellectual and developmental disabilities (I/DD), mental illness, and co-occurring disorders for over 45 years. As one of Americas leading I/DD and behavioral health providers, our vision is to be Americas first-choice in behavioral health and supportive living. SUMMARY: Under the supervision of IT leadership, the Service Desk Analyst is responsible for providing desktop and business systems support services. Applies moderate to advanced knowledge and skills of computer hardware and software to conduct thorough analysis and troubleshooting processes to resolve moderate to complex incidents and problems reported by computer users. Performs moderate to advanced diagnostic testing, analysis and optimization of all computer devices and components. Helps evaluate, install, configure, test, and maintain computer hardware and software. Works on Service Desk related project activities as assigned. DUTIES AND RESPONSIBILITIES: Collaborates with IT team members, business partners, and all levels of staff to document, troubleshoot, support, and provide solutions to reported incidents, service requests, and project related activities Receives and documents work-orders, telephone calls, or emails from users having issues using computer hardware and software Ensures appropriate priority is assigned to reported incidents and service requests, and begins the troubleshooting process or reassigns to appropriate support resources Analyzes, troubleshoots, recommends, resolves, and documents solutions for moderate to complex incidents, problems, and service requests reported to the Service Desk Provides timely responses and updates to ensure customer satisfaction for reported incidents, service requests, questions & concerns includes follow-up calls to ensure resolution, customer satisfaction, and outstanding customer service Continually strives to strengthen customer relationships and improve customer service Identifies and escalates issues that are unable to be resolved including placing support calls to hardware or software vendors Helps install, configure, test, and maintain computer hardware and software including operating systems to the most current approved levels ensures all configurations and modifications are documented Helps perform moderate to advanced diagnostic testing, analysis and optimization of all computer devices and components Works on Service Desk related project activities as assigned Utilizes moderate knowledge of desktop computer devices, operation systems, configurations, service desk support systems and tools, and other related support procedures Helps maintain an inventory of all desktop computing components Follows established Service Desk support policies and procedures Helps provide 24 x 7 coverage for all IT services including on call support activities Works with 3rd party vendors to resolve problems and coordinate implementing solutions Helps development and update training materials as related to the needs of the business Helps prepare, document, test, and maintain system disaster recovery procedures Documents and updates Business Continuity Plan (BCP) components as required Attends and actively contributes to departmental and project team meetings Provides status reporting in both verbal and written format as required Follows established changed control procedures obtains user and management approval prior to implementing changes into the live environment Provides timely problem resolution progress updates to end-users and management until full resolution has occurred, escalates issues on a timely basis, follows IT incident & problem escalation procedure Continuously monitors work order system for reported incidents and service requests, and closes work-orders on a timely basis Documents support calls so problem determination and solutions can be identified, identifies recurring incidents as problems and notifies management accordingly Ensures all work-orders, support emails, or phone calls have been reviewed before leaving for the day all incidents and time sensitive requests should be acknowledged with user and appropriate priority and resolution expectations established Performs all other duties as assigned by management SUPERVISORY RESPONSIBILITIES: N/A QUALIFICATIONS: Graduation from an accredited two or four-year college or university with major course work in computer technology field preferred, or equivalent combination of education & experience Appropriate certifications and/or desktop support knowledge Two or more years of experience supporting and troubleshooting computer hardware and software systems Demonstrated knowledge and experience with computer devices, operation systems, configurations, diagnostic testing, service desk support systems and tools, and troubleshooting processes and procedures Experience in a service desk function within a highly dynamic multi-state, multi-location environment is desired Experience in a healthcare or behavioral health setting is highly desired Broadstep, Inc. is an Equal Employment Opportunity Employer, prohibits discrimination based on the following protected categories: race, creed, color, national origin, nationality, ancestry, age, sex/gender, marital status, civil status, domestic partnership status, familial status, religion, affectional or sexual orientation, gender identity or expression, atypical hereditary cellular or blood trait, genetic information, liability for service in the Armed Forces of the United States, or disability.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.by Jobble

Keywords: Broadstep Behavioral Health, Milwaukee , Service Desk Analyst, Professions , Milwaukee, Wisconsin

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