IT Service Desk Analyst II - Full-time - Evenings

Under limited supervision and in accordance with IT service level agreements provides Tier 1 first level resolvable phone, email and remote support for the IT Service Desk. Additionally, provides more complex Tier 2 support for all client technology and associated peripherals by means of analyzation and methodical troubleshooting. Support Tier I analyst in resolving and training on more complex software installs and hardware resolution. Support is provided via telephone, ticketing system, email, remote assistance, cutomer site visit and manager escalation.. Staffs the IT Service Desk Call Center, ticket processing, routing and escalating non client technology related customer inquiries, service requests and incident reports. May assist as a resource on special projects, video visits and may also provide limited desk side support for break/fix hardware issues while executing all duties as assigned.

Education

• Associates Degree, Technical Certificate, or Equivalent Technical Experience

Experience

• 3 years’ experience in a Technical Support Call Center setting preferred. Hospital experience is preferred.

Knowledge, Skills and Abilities

• Experience with Windows 7, Windows 8.1, Windows 10, Microsoft Office Family of Products, Microsoft Active Directory, preferred.
• Skill in Repairing and Maintaining Desktop, Laptop, Tablet, and Thin/Zero Clients Preferred.
• Excellent Soft skills and customer facing skills.

Licensures, Certifications

• At least one of the following: CompTIA A+, CompTIA Network+, MCP, MCSA. Must be an active certification.

Physical Requirements

• Able to lift on a frequent basis 15 to 20 pounds, and on an occasional basis up to 25 to 55 pounds.

Working Conditions

• Professional Office Environment and Dress Code.  There will be exposure to dust. Includes on-call responsibility for Desktop support. Must be flexible in supporting 24 hours call center, 7 days a week.

Conditions of Employment

• Must Have Own Transportation to Support Remote Sites and On Call Responsibilities.

Principal Duties and Responsibilities

• Logs, responds to and resolves Tier 1 first level resolvable incidents and service requests within SLA timelines and GBMC Greater Behaviors.  
• Logs and responds to Tier 2 incidents and service requests within SLA timelines and GBMC Greater Behaviors.
• Schedules work to meet departmental SLAs and to accommodate customer’s needs and requirements.   Though rare, this includes flexing hours as required to include evenings, nights, and/or weekends and holidays.
• Evaluates customer needs and makes technical recommendations that comply with current GBMC standards and technical guidelines.
•  Creates documentation necessary to install and provide ongoing support for current systems for Tier I triage support.. 
• Utilizes and helps manage a software and hardware inventory management system.
• Installs, upgrades and maintains system and application components on client computing platforms by performing hardware repairs, configuring operating systems and applications and providing support for all hardware components.
• Provides On Call support, 24x7, on a rotating basis as determined by the Client Support Manager and department procedure.
• Provides follow up with customer and support resources to ensure completion of customer’s call and customer satisfaction.

All roles must demonstrate GBMC Values:

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy
• Listens and responds appropriately to others’ needs, feelings, and capabilities

Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations
• Actively pursues learning and self-development
• Pays attention to detail; follows through

Accountability

I will be professional in the way I act, look and speak. I will take ownership to solve problems.

• Sets a positive, professional example for others
• Takes ownership of problems and does what is needed to solve them
• Appropriately plans and utilizes required resources for various job duties
• Reports to work regularly and on time

Teamwork

I will be engaged and collaborative. I will keep people informed.

• Works cooperatively and collaboratively with others for the