IS Help Desk Analyst I (DAY SHIFT) (HYBRID, at least 2 days per week onsite)
Company: Trinity Health
Location: Livonia
Posted on: April 18, 2024
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Job Description:
Employment Type:Full timeShift:Day ShiftDescription:At least 2
days per week onsite required.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 FUNCTIONS1. - - - -
Knows, understands, incorporates and demonstrates the mission,
vision and values of Trinity Health in leadership behaviors,
practices and decisions.2. - - - - 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. -3. - - - - 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.4. - - - - 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.5. - - - -
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.6. - - - - Understands and follows defined
departmental policies, procedures and processes in a team
environment.7. - - - - 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.8. - - - -
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 QUALIFICATIONS1.
- - - - 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.2.
- - - - Minimum of one (1) year customer service experience or
demonstrated ability is required.3. - - - - 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. -4. - - - - 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.5. - - - - Basic knowledge of the call center environment
and the importance of time management skills desired.6. - - - -
Well-developed typing/keyboard skills required (40 WPM).7. - - - -
Working knowledge of Active Directory and Azure Active Directory. -
- - - - - - - - - - - - - - - - - - - - - - - - - - -8. - - - -
Must be comfortable operating in collaborative, shared leadership
environments.9. - - - - 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 CONDITIONS1. - - - - Primary work
environment is at the local site with occasional travel for vendor
meetings and system training.2. - - - - Physical activity includes
sitting for long periods of time while performing primary job
functions.3. - - - - Mental activity consists of frequent detailed
task performance, subjected to interruptions and changing work
priorities.4. - - - - Auditory and verbal activities necessitate
the use of hearing and speech.5. - - - - Visual activity requires
ability to look at a computer screen for long periods of time. - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -6. -
- - - Sensory activity involves fine motor skills and manual
dexterity required for operation of keyboard, mouse, telephone and
printers.7. - - - - 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 (DAY SHIFT) (HYBRID, at least 2 days per week onsite), Professions , Livonia, Michigan
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