Service Desk Analyst II - 3rd Shift
Company: Hctec
Location: Waukesha
Posted on: May 9, 2024
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Job Description:
_*Do you have a technical/IT acumen? Have you worked at a
service desk?*__*Are you passionate about customer service?*_*What
is the work?** Supporting hospital clients with basic IT customer
service (portal navigation, password inquiries, etc.)* Providing
great service with a great attitude and using problem solving
skills to quickly address issues*What is the shift?** This position
is 3rd shift (40-hour work weeks)* Every other weekend and
occasional holidays required*Qualifications** Basic technical
competencies* Strong customer service* Contingent on passing
background check & drug screen* Paid training provided* Must have
reliable transportation to commute to the office*ESSENTIAL
FUNCTIONS: *To perform this job, an individual must perform each
essential function satisfactorily with or without a reasonable
accommodation._*Routine Support (90%)*_* Provide 24/7/365 Tier 1
support to meet and exceed established Service Level Agreements
(SLAs) and follow ITIL processes.* Triage end user issues and
determine if the issue can be resolved at Tier 1 or if it needs to
be escalated to Tier 2.* Utilize customer service guidelines as
outlined in HDI training.* Use client provided knowledge base and
client specific procedures to resolve issues._*Continuing Education
(10%)*_* Acquire and maintain a general knowledge of client and
Epic applications.* Attend professional development training as
appropriate.* Obtain necessary technology skills to perform common
client specific first call resolution tasks, with training,
including password resets, Citrix troubleshooting, common desktop
troubleshooting, etc.* Regular and reliable attendance.* Perform
other duties as assigned.*Additional Information:*Customer Focus:*
Position primarily serves external customers.HIPAA:* Exhibit a
basic understanding of healthcare regulatory and compliance (e.g.,
HIPAA). Skilled in the application of policies and procedures.
Knowledge of Corporate Standards and Recommended
Practices.*KNOWLEDGE, SKILLS & ABILITIES:* The requirements listed
below are representative of the knowledge, skills and/or abilities
required.*Education:* High School Diploma, GED, or
equivalent*Experience:* Less than 2 years*Certifications &
Licenses: *Valid State Drivers License*Skills and
Abilities:*Business Mathematical Skills -- Ability to add,
subtract, multiply, and divide in all units of measure, using whole
numbers, common fractions, and decimals. Ability to compute rates,
ratios, and percentages and to draw and interpret
graphs.Foundational Computer Skills -- Frequent use of electronic
mail, word processing, data entry, spreadsheets, graphics,
etc.Foundational Communication -- Simple messages communicated
orally. May write brief messages and keep simple records. May
explain and offer guidance on routine procedures.Routine Business
Problems -- Problems encountered are routine, somewhat repetitive
and generally solved by following clear directions and
procedures.Job Specific Impact -- Decisions generally affect own
job or assigned functional area.Foundational Judgement -- Results
are defined, and existing practices are used as guidelines for how
to complete work activities works closely with supervisors/manager
who provides broad guidance and overall direction.Foundational
Planning / Organization -- Prioritize assigned and routine tasks.
Handle appropriately.*PHYSICAL AND MENTAL DEMANDS:*The physical
demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of
this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential job
responsibilities.While performing the duties of this job, the
employee is occasionally required to stand; walk; sit for extended
periods of time; use hands to finger, handle or feel objects, tools
or controls; reach with hands and arms; climb stairs; balance;
stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell.
The employee must occasionally lift, push, pull and/or move up to
20 pounds. Repetitive motion of upper body required for extended
use of computer. Required specific vision abilities include close
vision, distance vision, color vision, peripheral vision, depth
perception, and the ability to adjust focus.*WORK ENVIRONMENT AND
TRAVEL REQUIREMENTS:*Works in well-lit, ventilated and
climate-controlled office environment with routine office
equipment; some equipment has moving mechanical parts.Noise level
in the work environment is typical for an office and/or hospital
environment.Minimum overnight travel (up to 10%) by land and/or
air.*About HCTec:*HCTec provides award-winning services and
solutions to hospitals in 45+ states, including academic medical
centers, health systems, critical access hospitals, and ambulatory
physician practices.Award-winning best-in-KLAS managed services
assists with routine IT needs such as service desk, patient portal
support, EHR application support, desktop/server/network management
and IT security.*HCTEC KEYS TO SUCCESS** Four Geographically
Diverse / Redundant Service Centers* Domestic Operations*
Exclusively Healthcare Provider Focused* Best-in-KLAS Managed
Services* CHIME Collaboration Award Winner* SLA Backed Outcomes*
45+ States with HCTec Support PresenceHCTecs solutions for meeting
health IT staffing needs extend from filling individual staffing
gaps to providing in-house project teams and remote, domestic IT
support service. We make every partners IT challenges our own so
that they are freed to focus on the bigger picture of improving
outcomes and controlling healthcare costs.We look forward to
hearing how your skills line up with our mission!INDCORPJob Types:
Full-time, Part-timeBenefits:* 401(k)* 401(k) matching* Dental
insurance* Health insurance* Health savings account* Life
insurance* Paid time off* Referral program* Retirement plan* Vision
insuranceSchedule:* 8 hour shift* Monday to Friday* Night shift*
Weekends as neededExperience:* Help desk: 1 year (Preferred)*
Windows: 1 year (Preferred)Work Location: In personby Jobble
Keywords: Hctec, Milwaukee , Service Desk Analyst II - 3rd Shift, Professions , Waukesha, Wisconsin
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