Service Desk Analyst

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Shift: Sunday-Thursday: 7:00am-3:30pm

Job Summary

The primary purpose of this role is to provide first level end user support to our clients and to perform other duties as needed. Provide support to clients via telephone, chat support, web submissions, and email. Process service requests, triage and categorize incidents utilizing problem-solving skills.

 

Essential Functions/Major Job Responsibilities

• Acts as initial point of contact for user support calls to the IT Service Desk with the intention that all calls are logged correctly and promptly allocated appropriately within the IT team
• Provides first-line technical support when handling calls in order to provide time-of-call resolution to less complex calls whenever possible
• Provides an ad-hoc service to users of all computer systems, troubleshooting and resolving systems problems
• Carries out a prescribed program of system performance monitoring, measurement, management, and supports a proactive approach to meeting changing system demands
• Assist in the maintenance of the Service Desk Knowledge Base
• Works directly with clients on issues requiring overall product knowledge and overall understanding of the healthcare business
• Works independently with clients, beginning to focus on critical level cases
• Develops knowledge content

Education

• Bachelor's Degree (Preferred)

Additional Education

Work Experience

• 2-4 years relevant work experience (Preferred)

Additional Work Experience

Management Experience

Certifications

Knowledge, Skills and Abilities

• Displays proficient level knowledge of the following: • Microsoft Windows operating systems • Microsoft Office • IT Service Management software • Allscripts Solutions and knowledge of Allscripts clients and processes • Familiarity with the healthcare industry in general • A+ & N+ Terminology • Active Directory • Software support experience demonstrating troubleshooting / analytical skills • VPN clients • Basic understanding of Windows Server and MS Exchange

Working Arrangements

• Primarily works in standard office environment or remotely
• May require after-hours, on-call support and/or holidays

Travel

• Up to 10% travel may be required

Physical Demand Requirements

• Sitting : Regularly
• Standing : Occasionally
• Walking : Occasionally
• Climbing/Balancing : Occasionally
• Reaching with arms and hands : Occasionally
• Stooping/Kneeling/Crawling : Occasionally
• Talking : Regularly
• Hearing : Regularly
• Vision - close, peripheral, depth, ability to adjust focus : Regularly
• Use of electronic keyboard : Regularly

 

Description of Working Environment/Conditions

• Typical office or computer environment (Yes)
• Mostly indoor office environment with windows (Yes)
• Office with equipment noise (Yes)
• Offices with frequent interruptions (Yes)
• Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify (Yes) Based upon the needs of the client
• Other? Please specify (No)

Core Competencies

Client Service (internal and external)

Competency Description
Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value.

Proficiency Level
Advanced

Behavioral Indicators
Takes responsibility for solving client issues; Follows up with clients during and after delivery of services to ensure their needs have been met; Manages clients' expectations keeping them up-to-date on the progress of the service they are receiving and changes that affect them

Quali