SERVICE DESK ANALYST II - IT HOAG HOSPITAL EPIC
Hoag Memorial Hospital Presbyterian
Newport Beach, California
Job Description
Salary Range: $25.5500 - $39.2700 /hour
Primary Duties and Responsibilities
The Service Desk Analyst acts as primary contact for all Hoag Hospital Information Technology (IT) customers. Responds to all customer inquiries, including technical assistance, best use of product, additional products and services. Provides outstanding customer service to Hoag Hospital computer users. Provides first level technical solutions, either by telephone remotely or onsite, according to established service levels. Offers a single point of contact and ensures that all support requests are recorded in a timely, courteous, and accurate manner. Escalates issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely, working to maximum uptime for customers. Follow-up on tickets resolved by IT teams to ensure customer satisfaction with result and service. Liaison for Level II Information Technology support. Executes monitors and completes assigned tasks on multiple hospital computer systems and platforms. Documents and maintains shift documentation.
Education and Experience
- High School Graduate or Equivalent
- 35 wpm typing and advanced knowledge of Microsoft Office Applications and Windows desktop operating systems
- Three or more years experience technical customer support (including large enterprise technical call center and/or computer network center operations)
- Experience with ACD phone system
- Advanced experience of ServiceNow or similar call tracking software
- Ability to produce productivity or trend reports using Crystal Reports
- Experience working in healthcare environment
- Experience of ServiceNow or similar call tracking software
- Intermediate knowledge of UNIX operating system and Intermediate knowledge of local and wide area networking, including TCP/IP and Novell
License Required
- Current CA driver’s license for local travel
Certifications Required
- Certificate for Support Desk best practices
