Service Desk Analyst (Hybrid)

Main Function

The Service Desk Analyst is responsible for support of all IHA standard end-user hardware and software as well as printers, phone system, and other IT-related technology resources. Working in partnership with IHA's Infrastructure, Applications, and Managed Service Provider, the Service Desk Analyst is responsible for meeting service level agreements on all IT service desk tickets. Responsible for configuration and installation of new IT assets per hardware rotation plan. Assists with coordinating IT orientations for new staff members and ongoing end-user training and education for staff. Develops processes/procedures for resolution of common/recurring tasks and incidents. As a Service Desk team member, the Service Desk Analyst is expected to be the first line of contact for all IT requests for support.

Outline of Responsibilities

• Serve as an initial point of contact for all IT requests that pass through the IHA Service Desk ticketing system. In partnership with other Service Desk staff, ensures timely facilitation and resolution of all tickets in the Service Desk system queue. Appropriately resolve or escalate requests to other IT personnel/teams when appropriate; providing initial documentation gathered.
• Work with the Manager, Service Desk to ensure tickets are being addressed in a timely manner, routed correctly, initial documentation gathered, and handled appropriately.
• Provide technical and procedural support to staff for all standard end-user hardware and software. Standard hardware includes, but isn't limited to, desktops, laptops, mobile devices, phones, printers and copiers. Standard software includes desktop and mobile operating systems, Microsoft Office applications and IT-supported third-party and internally developed applications.
• Identify chronic support problems and expedite resolution; routinely report on status of chronic issues to the applicable team. Drive incident and request resolution across the Service Desk through the creation of user-facing and IT facing knowledgebase articles.
• Assist the Infrastructure team in maintaining an accurate asset inventory by ensuring end-user assets are tagged, entered into asset tracking systems and updated accordingly when devices are decommissioned, reassigned or changed.
• Facilitate technology orientation and ongoing technology training for new and existing staff. Assist in the off-boarding process for departing staff and contractors.
• Responsible for preparing and deploying new end-user equipment to the field. This includes, but isn't limited to, imaging of laptops, deploying mobile devices, and providing guidance to the staff member.
• Collaborate with other Service Desk team members for the selection of all user facing hardware, testing, application implementation and hardware rollouts.
• Provide after-hours support as needed for critical systems, for time sensitive issues or projects.
• Participate in special projects as required.
• Other duties as defined.

Qualifications

Bachelor's degree in Information Technology, Computer Science or related field required. Microsoft and ITIL certifications, preferred. Four years of experience may be considered in lieu of education. At least three years of experience as a Help Desk Technician, End User Support Administrator, or similar role with Level II experience preferred. At least two years of experience supporting Microsoft Suite of technologies including Windows 10/11 and Microsoft 365 preferred. Experience with onboarding and providing basic IT training to newly hired staff and off-boarding exiting staff, required. Experience with imaging and provisioning new devices, including MDT, CloneZilla, and Intune, as well as supporting UCaaS collaboration tools and supporting telecom equipment and services, such as soft phones, desk phones, and video conferencing equipment, required. Ability to troubleshoot a wide range of technical problems including, but not limited to, software applications, operating systems and basic networking troubleshooting, as well as supporting printers, copiers and MFPs, required. Strong knowledge of common security regulations and guidelines, in addition to working within an environment subject to PCI and HIPAA and basic scripting knowledge, such as PowerShell, required. Excellent verbal and written communication skills, including the ability to explain technical concepts in non-technical terms to ensure staff understanding. Ability to organize work, prioritize tasks, and meet deadlines, in addition to problem-solving and being resourceful. Availability outside of working hours to resolve emergency issues promptly.

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 legally protected status.

We offer a competitive compensation package, including excellent benefits. Qualified candidates must apply online: Click here to apply

Pay Range: $30.48 to $45.72 per hour, actual compensation is dependent on job-related factors such as experience, education, skills and qualifications for the role.

IHA offers a full range of benefit programs based on eligibility. Click here to review our Benefit Summary.