POSITION SUMMARY

 

The Customer Service Support Desk Analyst II is responsible for resolving end-user IT issues, supporting system operations, and assisting in Data Center and ServiceNow platform administration. This includes receiving, prioritizing, and documenting help requests; performing remote diagnostics; maintaining knowledge base content; and carrying out routine ServiceNow administrative tasks.

 

The Analyst II handles more complex incidents, escalates as needed, and contributes to training, system documentation, and process improvement initiatives. Additionally, this position helps maintain Data Center operations, including job scheduling, environmental monitoring, and vendor coordination.

 

EDUCATION: High school diploma or GED required. Bachelor's Degree in Computer Science, Information Systems or related field preferred.

LICENSE/CERTIFICATION: Valid New Jersey Driver's License required.

CompTIA A+, ITIL Foundations Certification preferred.

EXPERIENCE: Required: Proven experience in a help desk or technical support environment. Strong communication (verbal and written), interpersonal, and organizational skills. Proficient in Microsoft Office applications (Word, Excel, PowerPoint). Familiarity with computer hardware and enterprise applications. Basic knowledge of networking and diagnostic utilities. Experience using and supporting the ServiceNow platform. Understanding of ITIL framework and incident management best practices.

 

 

PERFORMANCE EXPECTATIONS

Customer Support & Incident Management: Provide courteous, efficient technical support via phone, email, and ticketing system. Record, triage, and resolve end-user incidents; escalate as necessary. Document all troubleshooting steps and resolution details accurately. Follow up with users to ensure satisfactory issue resolution. Use diagnostic tools and online resources to aid problem-solving. Educate users through help sheets, FAQs, and brief training sessions.

 

ServiceNow & Knowledge Management: Maintain IT knowledge articles in ServiceNow with a focus on accuracy, usability, and categorization. Implement workflows and approval processes in alignment with team operations. Partner with subject matter experts to capture and publish operational knowledge. Perform basic administrative tasks in ServiceNow (user/group management, notifications, templates, routing rules). Collaborate with the ServiceNow Application Analyst on platform enhancements and maintenance.

 

Data Center & Network Operations: Monitor scheduled jobs, batch processing, and environmental controls (temperature, humidity, power). Maintain Data Center access and enforce standard operating procedures (SOPs). Support Network Operations Center (NOC) monitoring and escalate critical issues. Maintain knowledge of vendor contracts and initiate vendor support escalations when needed.

 

Continuous Improvement & Project Participation: Identify opportunities for improving service delivery, documentation, and internal workflows. Participate in team meetings, cross-training, and internal projects. Stay current on technologies, tools, and best practices. Ensure compliance with IT policies, procedures, and regulatory standards.

 

Professional Attributes: Demonstrates a commitment to delivering excellent customer support, ensuring a positive and efficient experience for all users. Strong problem-solving and analytical skills. Excellent customer service with the ability to manage difficult or high-stress situations. Self-motivated with the ability to work independently and manage multiple tasks. Detail-oriented with strong documentation skills. Effective communicator with ability to explain technical concepts in user-friendly terms.

 

Compliance & Security: Report all privacy and security incidents promptly. Adhere to AtlantiCare IT standards, policies, and procedures. Maintain secure handling of systems, data, and access credentials.

 

WORK ENVIRONMENT

There is a potential for exposure to the hazards and risk within a hospital environment. This includes exposure to infectious disease, hazardous substances, and potential injury. This position requires repetitive motion, fingering, hearing, pushing, reaching, reading, seeing, speaking, standing and walking a majority of the time. Spends time with such equipment as computer terminal, fax machine, copier, and telephone. Occasional driving also required.

 

REPORTING RELATIONSHIP

This position r