IT Help Desk Analyst 1 (day shift) - HYBRID (2 days per week onsite)
Company: Trinity Health
Location: Livonia
Posted on: September 19, 2024
Job Description:
Employment Type:Full timeShift:Description:At least 2 days per
week on-site required, in either Livonia, Michigan, or New Town
Square, Pennsylvania.**Preferred Skills: Service Now, Microsoft
O365 suite, Azure, and Multi-factor authentication.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
- Must be able to set and organize own work priorities, and adapt
to them as they change frequently. Must be able to work
concurrently on a variety of tasks/projects in an environment that
may be stressful with individuals having diverse personalities and
work styles.
- Must possess the ability to comply with Trinity Health policies
and procedures.
- Ability to read, analyze, and interpret general business
periodicals, technical procedures, or governmental
regulations.
- Ability to write reports, business correspondence, and
procedure manuals.
- Required to be able to push/ pull and lift objects (computers,
monitors, printers) weighing up to 50 pounds.The above statements
are intended to describe the general nature and level of work being
performed by people 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.
Associated topics: assistance, desktop, help desk, network,
patient, pc, support analyst, technical, technical support
specialist, technology
Keywords: Trinity Health, Livonia , IT Help Desk Analyst 1 (day shift) - HYBRID (2 days per week onsite), Professions , Livonia, Michigan
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