IS Help Desk Analyst I (2nd SHIFT)(HYBRID of ONSITE & REMOTE)
Company: Trinity Health
Location: Livonia
Posted on: April 18, 2024
Job Description:
Employment Type:Full timeShift:Evening ShiftDescription:Under
general supervision is responsible for providing the single point
of customer contact, support or resolution of basic inquiries,
requests, and problems arising from software/hardware of all
supported TIS systems. -ESSENTIAL FUNCTIONS
- Knows, understands, incorporates and demonstrates the mission,
vision and values of Trinity Health in leadership behaviors,
practices and decisions.
- Addresses all customer contacts (e.g. phone, email, self-serve,
webchat, and online access) promptly and efficiently within a
specific timeframe in order to provide a defined level of service
and availability to the customer. Provides initial support or
escalates calls to appropriate system support teams. -
- Assists majority of customers in resolving their issue during
first contact, may request assistance from Senior IS Service Desk
Support. Resolves problems for various applications, password
reset/unlocks, multi-factor authentication (MFA), resets
printers/terminals and provides user education on all TIS supported
systems and telecommunications.
- Demonstrates an ability to understand the customer's needs
through developed listening and trouble shooting skills. Conveys
information in a positive, effective and clear manner in individual
and group conversations.
- Utilizes available resources as obtained through training to
assist in troubleshooting issues in a call center environment.
Documents issues in the call tracking system utilizing clear and
concise problem descriptions.
- Understands and follows defined departmental policies,
procedures and processes in a team environment.
- May be responsible for and familiar with provisioning and user
account maintenance. Interfaces with users and appropriate
personnel providing login ID, access, connectivity and emergency
removal to applications and systems.
- Maintains a working knowledge of applicable Federal, State and
local laws/regulations; the Trinity Health Integrity and Compliance
Program and Code of Conduct; as well as other policies and
procedures in order to ensure adherence in a manner that reflects
honest, ethical and professional behavior.MINIMUM QUALIFICATIONS
- Associate's degree in Computer Science or Information Systems
or vocational training and certification in computers or an
equivalent combination of education and experience is
preferred.
- Minimum of one (1) year customer service experience or
demonstrated ability is required.
- At least two (2) years of experience providing basic support
and understanding of IS systems, PC and/or Microsoft applications,
mainframe, midrange, WAN, telecommunication and various clinical
applications is preferred. An understanding of the interactions
between system components is also desired. -
- Must be proficient in the use of computers in order to provide
initial system telephone support service. - Experience in utilizing
a call-tracking tool is desired.
- Basic knowledge of the call center environment and the
importance of time management skills desired.
- Well-developed typing/keyboard skills required (40 WPM).
- Working knowledge of Active Directory and Azure Active
Directory. -
- Must be comfortable operating in collaborative, shared
leadership environments.
- Must possess a personal presence that is characterized by a
sense of honesty, integrity and caring with the ability to inspire
and motivate others to promote the philosophy, mission, vision,
goals and values of Trinity Health.PHYSICAL AND MENTAL REQUIREMENTS
AND WORKING CONDITIONS
- Primary work environment is at the local site with occasional
travel for vendor meetings and system training.
- Physical activity includes sitting for long periods of time
while performing primary job functions.
- Mental activity consists of frequent detailed task performance,
subjected to interruptions and changing work priorities.
- Auditory and verbal activities necessitate the use of hearing
and speech.
- Visual activity requires ability to look at a computer screen
for long periods of time.
- Sensory activity involves fine motor skills and manual
dexterity required for operation of keyboard, mouse, telephone and
printers.
- Must be able to adapt to frequently changing work
priorities.The above statements are intended to describe the
general nature and level of work being performed by persons
assigned to this classification. - They are not to be construed as
an exhaustive list of duties so assigned.Our Commitment to
Diversity and Inclusion -Trinity Health is one of the largest
not-for-profit, Catholic healthcare systems in the nation. Built on
the foundation of our Mission and Core Values, we integrate
diversity, equity, and inclusion in all that we do. Our colleagues
have different lived experiences, customs, abilities, and talents.
Together, we become our best selves. A diverse and inclusive
workforce provides the most accessible and equitable care for those
we serve. Trinity Health is an Equal Opportunity Employer. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, status as a protected
veteran, or any other status protected by law.
Keywords: Trinity Health, Livonia , IS Help Desk Analyst I (2nd SHIFT)(HYBRID of ONSITE & REMOTE), Professions , Livonia, Michigan
Didn't find what you're looking for? Search again!
Loading more jobs...