IT Service Center Analyst

Provides a '"First Point of Contact'" for IT customer service and project requests. Identifies and documents all reported IT and Telecommunications software, hardware, messaging, and user account issues. Determines and documents the priority of the service request based on defined Service Level Agreements (SLA's). Objectives are to resolve customer service requests on first call. Monitors, maintains and repairs computer systems. Works under the supervision of the Service Center Manager or designee who reviews work for conformance to established policies and procedures. Provides direction and delegates work to designated IT staff. Works under the supervision of the Service Center Manager or designee who reviews work for conformance to established policies and procedures.

Responsibilities

1. Provides a single point of contact for users requiring assistance with IT and Telecommunications related service requests with an objective of resolving seventy (70) percent of service requests at the first point of contact. Responds to and/or triages incoming customer incidents.
   
2. Assigns and tracks customer issues to resolution. Escalates issues according to enterprise defined Service Level Agreements (SLA's). Follows up with functional area to ensure resolution with SLA's.
   
3. Maintains the computerized knowledgebase derived from Hurley service request and successfully implemented solutions. Analyzes content of resolved tickets and promotes information to knowledgebase articles as appropriate.
   
4. Provides end-user support and resolution for desktop hardware, software, LAN, WAN, VPN, E-mail, Internet, Intranet, telecommunication devices, and administrative computing related issues.
   
5. Provides remote support for end user access issues, systems, network printing, directory structures and user security using productivity tools including Remote Desktop.
   
6. Provisions customers into enterprise clinical and financial systems including active directory. Maintain the home directory environment for customer.
   
7. Provides support for enterprise wide systems and applications including Outlook, Epic, Lawson, Web Reporting, IDoc, Obix, Security Access systems, Radiology Imaging, Facilities monitoring, interface management, telecommunication devices, and Internet/Intranet.
   
8. Responsible for maintaining asset management and hardware inventory systems and databases.
   
9. Responsible for active monitoring of critical data center internal and external systems and environment.Maintains a super user level proficiency with EPIC functionality to provide effective first level support and incident resolution.
   
10. Provides on call coverage as needed.
    
11. Participates in quality assessment and continuous quality improvement activities. Complies with all appropriate safety and infection control standards. Performs all job duties and responsibilities in a courteous and customer-focused manner according to the Hurley Family Standards of Behavior.
    
12. Performs other related duties as required. Utilizes new improvements and/or technology that relate to job assignment.
    

Qualifications

High school graduate and/or GED equivalent. Demonstrated analytical and problem solving abilities including proven expertise in isolating and resolving complex computer related issues. Demonstrated ability for self-improvement and keeping up with rapidly changing environments and technologies. Demonstrated working knowledge: Microsoft Windows, Microsoft Office (Including Access), and PC troubleshooting procedures. Common office suite and productivity software. PC hardware, troubleshooting, and common computer deployment technologies. Basic computer networking. Working knowledge of Active Directory and related LDAP technologies. Information and user security practices. Excellent communication and customer service skills. Strong organizational skills with the ability to work independently while maintaining strong team interactions. PREFERRED Associates degree or equivalent college credits towards a degree in Computer Science, Computer Engineering or related field. Previous experience working in an IT helpdesk, call center or other IT operations center. Previous experience working in healthcare. Active industry training or certification such as A+, Network +, Security +,MCSA: Windows 10, etc. One (1) year working experience supporting and maintaining a Microsoft Windows environment in a corporate setting. Currently employed as an HMC IT Extern preferred.