Service Desk Support Analyst

Service Desk Support Analyst

National Jewish Health is seeking a customer-focused and technically skilled Service Desk Support Analyst to join the Information Systems and Technology (IST) team. This role serves as the first point of contact for technical support across the organization, assisting clinical, research, administrative and external portal users with hardware, software, network and application-related issues. The ideal candidate enjoys troubleshooting technology, solving problems and delivering exceptional customer service in a fast-paced environment.

Key Responsibilities:

• Provides first-level technical support for hardware, software, network and application issues
• Troubleshoots and resolves incidents and service requests while escalating more complex issues to specialized IST teams
• Utilizes technical resources, knowledge bases and remote support tools to maximize first-contact resolution
• Maintains accurate documentation of incidents, troubleshooting activities and resolutions within the enterprise service management system
• Creates and maintains technical support documentation and communicates system outages, events and escalations as needed

National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research and education. As part of the IST team, the Service Desk Support Analyst plays an important role in supporting the technology systems relied upon by employees, researchers and clinicians throughout the organization. This position offers the opportunity to work across a diverse technology environment while building strong technical and customer service skills in a collaborative healthcare setting.

Position Summary: The Service Desk Support Analyst provides first level technical support to all clinical, research, administrative, and external portal end-users for National Jewish Health. The Service Desk Analyst partners and builds relationships with other Information Systems and Technology (IST) teams in achieving exceptional and high quality service delivery.

Essential Duties

• Identifies, troubleshoots, and resolves problems related to hardware, software, network and systems/applications utilizing technical skills, historical database records and knowledge base documentation.
• Processes all incoming incident and service requests for Information Services and refers more complex issues that cannot be resolved at the Service Desk level to other IST support groups via Enterprise Service Management system.
• Creates, maintains, and distributes technical support documentation on the team and IST SharePoint sites.
• Enters all requests and thoroughly documents all information related to the request in the Enterprise Management System. This includes the information mentioned above, any and all error messages received by the end-user, all troubleshooting that has been performed, and any other information that would be deemed pertinent to the reported issue.
• Uses available tools, technical skills and abilities to resolve as many cases as possible from the Service Desk perspective, increasing first touch resolution. Leverages remote control software to trouble-shoot and train end-users.
• Responsible for keeping the Service Desk supervisor informed regarding current IST outages, events, and escalations.

Other Duties: Performs as back-up to staff absences and vacancies, as necessary.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Build Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
• Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contribution of others.
• Build Strategic Relationships: Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals.
• Initiative: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
• Managing Conflict: Dealing with others in an antagonistic situation; using appropriate interpersonal skills and methods to reduce tension or conflict between two or more people. Addresses conflicts by focusing on the issues at hand and develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when required.

Supervisory or Managerial Responsibility: None

Travel: None

Core Values

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well groomed, appropriately for your role and wear ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

• Education: High School diploma or equivalent required. Computer-related coursework or training preferred.
• Work Experience: A minimum of two (2) years of recent and related experience required. Previous Desktop Support experience is preferred with emphasis on Windows 10 OS and MS Office 2016.
• Special Training, Certification or Licensure: Strong knowledge of Microsoft based operating systems and MS Office Suite preferred. A+, Network +, Microsoft Certifications, and ITIL V3 Foundations Certification strongly preferred.

Salary Range: $58,656.00 - $77,572.56

Benefits At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan
• Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.