SERVICE DESK ANALYST

Service Desk Analyst - IS Corporate Services

Description

Education Requirements:

Associate’s Degree or higher preferred in Computer Science, Information Systems Management, Information Technology, Business, Health Information Management, or related health care field from an accredited college or university OR equivalent work experience.

Required Experience:

Minimum 1–3 years of Service Desk, Technical or Help Desk experience required. Experience supporting healthcare applications, clinical systems, Microsoft 365, Active Directory, and endpoint management platforms preferred. Certifications: CompTIA A+ Certification preferred. CompTIA Network+, Security+, HDI Support Center Analyst, or Microsoft certification preferred.

Responsibilities

• Maintains and utilizes SD+ software for accurate incidents, requests, problems, and change tracking.
• Participates in major incident response activities and serves as a communication point between technical teams and end users during service interruptions.
• Support accounts management activities including password resets, access provisioning, identity verification, and compliance with organizational security policies.
• Assists with implementation and support of healthcare applications, clinical workflows, electronic health record (EHR) systems, and ancillary clinical technologies.
• Participates in after-hours, on-call, weekend, holiday, and emergency support rotations as required.
• Promotes exceptional customer service through professional communication, empathy, and effective issue resolution.
• Complete annual education core requirements.

Key Competencies

• Advanced troubleshooting and analytical skills
• Customer service excellence
• Incident and problem management
• Service level management (SLA adherence)
• Technical documentation and knowledge management
• Healthcare technology support
• Cybersecurity awareness and compliance
• HIPAA compliance

Physical Demands

Work is largely sedentary, with occasional standing and walking. Reaches, handles, lifts, and carry heavy books, manuals, and computer hardware, which seldom exceed twenty-five pounds in weight. Works in a clean, well-lit, heated, and ventilated office environment. May be required to work prolonged or irregular hours and attend occasional meetings. Role is primarily conducted from an office setting (Typically 8 hours of sitting). Hours are generally 8:30 AM-5:00 PM for day shift. Evening shift is scheduled as 2PM-10PM on weekdays Monday through Friday, but may occasionally require additional hours or later shift times for projects or emergency events. This position is hybrid remote with alternating onsite days and remote from home.

Supervises:

None

Supervised By:

IS Service Desk Manager, IS Director, or IS Vice President

Performance Standards

Organization Wide

Maintains a professional image.

Makes a conscientious effort to help maintain a clean, safe and secure environment.

Assumes responsibility for institutional requirements.

Customer Service

Interpersonal Skills

Demonstrates pride in the organization.

Strives to work well as a team member.

Service Desk Analyst

Technical: Is proficient in required skills for position.

Information Services Core

Demonstrates excellence in responsibility, dependability, and flexibility. Demonstrates excellent productivity.

Demonstrates commitment to quality improvement.

Perks/Benefits

(for eligible employees):

• Have optimal opportunity for career growth within our growing organization
• Medical / Dental
• Retirement Plan
• PTO and paid life insurance

What Sets Us Apart

Archbold Medical Center is a four-hospital, four-nursing-home health system with 540 patient beds. We employ more than 2,500 people and boast an outstanding medical staff of nearly 200 qualified physician specialists. Our flagship hospital, Archbold Memorial Hospital, is a 264-bed hospital located in Thomasville, Georgia. Our system hospitals, also in Georgia, are Archbold Brooks Hospital in Quitman, Archbold Grady Hospital in Cairo, and Archbold Mitchell Hospital in Camilla. For 100 years, Archbold has been synonymous with high-quality, compassionate medical care. While our exemplary facilities have helped us maintain an excellent reputation, our team members are what makes Archbold special. You are unique. You have skills and a strong passion for helping people. You also have personal goals, and Archbold wants to help you achieve them. We are a diverse healthcare system that promotes teamwork, continuing education, and leadership, and we are committed to recruiting and retaining the best healthcare professionals to join our Archbold team.

What We Offer

We know that your time and expertise are valuable, and to help our employees be at their best and make the most of their employment experience, we offer a comprehensive and generous benefits package that helps our employees and their families meet the challenges of everyday living. We strive to be a workplace of choice, and from high-quality medical and dental care benefits to retirement benefits that help build wealth for your future, Archbold is proud to offer our employees one of the best benefits packages in the area.

• Work/Life Balance
• Planning for the Future
• Low-Cost Prescriptions
• Health & Wellness Benefits
• Planning for Life’s Unexpected Moments
• Helping You to Advance Your Career

Mission

To provide safe, innovative and compassionate care for our communities.

Vision

A healthier region, stronger communities, meaningful work, and trusted care.