Service Desk Analyst I

If you care about the opportunity to grow, to make a difference, to build a future and a life, then we just might have the career for you. Care to talk?


Bayhealth Medical Center is Central and Southern Delaware's healthcare leader with hospitals in Dover and Milford, as well as stand-alone Emergency Department in Smyrna and a hybrid Emergency Department and Urgent Care in Milton. We offer various practice settings throughout Kent and Sussex Counties. Bayhealth Medical Center Kent Campus is 90 minutes from Philadelphia, Washington, DC and Baltimore. Our Sussex Campus is 30 minutes to the Delaware beaches and relaxation in the sand!


Bayhealth Medical Center offers a competitive salary and comprehensive benefits package (for eligible positions) including:

• Generous Paid Time Off and Paid Holidays
• Matching 401(k)/403(b) Plans
• Excellent Health, Dental, and Vision
• Disability and Life Insurance options
• On Site Child Care
• Educational Reimbursement
• Health Care and Dependent Care Flex Spending Accounts
• Plus, an array of Voluntary Benefits to include Critical Care Coverage and more!

Location: Kent Campus Hospital

Status: Full Time 80 Hours

Shift: Day/ Evening

SALARY RANGE: 23.32 - 34.97 HOURLY

General Summary:

Under general supervision, the Service Desk Analyst I resolves level one (basic-to-intermediate) problems, while more advanced problems are assigned to a Service Desk Analyst II. Route requests for assistance to the appropriate group if unable to resolve. Maintains records of correspondence received and actions using an established IT Service Management System (ITSM). Uses experience, industry best practices, established procedures, and existing Knowledge Base Articles (KBA) to aid in resolving problems. Occasionally works with other areas of IT when troubleshooting complex problems. May carry out limited research when troubleshooting complex problems. This candidate will join an environment that is high energy and fast-paced and requires a high level of customer service skills, including accuracy, speed, and empathy, to deliver gold-standard customer service to Bayhealth staff and patients.

Responsibilities:

1. Perform incident management activities such as logging new tickets/requests and updating/escalating existing tickets until closure to meet established Service Level Agreements (SLA).
2. Monitor team queues for new issues and utilize ticket management software to appropriately document issues. These queues consist of direct phone calls to our Service Desk via telephone or voicemails, self-service requests entered through Bayhealth self-service portal, and service requests via e-mails.
3. Provide basic to intermediate remote and phone support for troubleshooting of IT related problems from in-house software to hardware, including AV equipment, mobile devices, laptops, PCs and printers.
4. Provide IT support to all on-site employees, remote employees, and external customers/vendors in a timely and professional manner.
5. Provide basic to intermediate user account management support including, but not limited to, user password assistance, email content review and validation, and provide basic access to Windows and Bayhealth EMR (EPIC).
6. Standardize and ensure complete and consistent information gathering to support proper Incident/Request prioritization, and proper call routing (where escalation is required).
7. Support Knowledge Management processes through article creation and review, while leveraging Knowledge Base for rapid Incident resolution.
8. Continuously update customers of progress and status of calls/tickets.
9. Participate in rotational on-call support at a minimum of once a month for one-week durations.
10. All other duties as assigned within the scope and range of job responsibilities.

Required Education, Credential(s) and Experience:

• Education: High School Diploma or GED
  ;
• Credential(s): None Required
  ;
• Experience:
  Required: Two (2) years of related IT industry experience.
  
  
  Preferred: Three (3) years of experience in IT with at least 1 year of experience at a Help Desk or Service Desk or similar role.

Preferred Education, Credential(s) and Experience:

• Education: Associate Degree
  Information Technology
• Credential(s): A+ Certification
• Experience:

To view a full list of all open position at Bayhealth, please visit: