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HCTec · 2 months ago

Service Desk Analyst II - 2nd Shift

Brentwood, TN

Full-time

Onsite

Entry Level

$17/hr - $17/hr

2+ years exp

HCTec is a company that provides award-winning services and solutions to hospitals across the United States. They are seeking a Service Desk Analyst II to provide Tier 1 support, triage end user issues, and maintain knowledge of client applications while ensuring excellent customer service.

Health CareHospitalInformation Technology

Responsibilities

Provide 24/7/365 Tier 1 support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes

Triage end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2

Utilize customer service guidelines as outlined in HDI training

Use client provided knowledge base and client specific procedures to resolve issues

Acquire and maintain a general knowledge of client and Epic applications

Attend professional development training as appropriate

Obtain necessary technology skills to perform common client specific first call resolution tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc

Regular and reliable attendance

Perform other duties as assigned

Qualification

ITIL processesCitrix troubleshootingEpic applications knowledgeCustomer service skillsFoundational computer skillsBusiness mathematical skillsFoundational communicationRoutine business problemsFoundational judgementFoundational planning/organization

Required

High School Diploma, GED, or equivalent

Less than 2 years of experience

Valid State Drivers' License

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rates, ratios, and percentages and to draw and interpret graphs

Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc

Ability to communicate simple messages orally

Ability to write brief messages and keep simple records

Ability to explain and offer guidance on routine procedures

Ability to follow clear directions and procedures to solve routine problems

Ability to prioritize assigned and routine tasks

Regular and reliable attendance

Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA)

Skilled in the application of policies and procedures

Knowledge of Corporate Standards and Recommended Practices

Ability to perform common client specific first call resolution tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc

Occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell

Must occasionally lift, push, pull and/or move up to 20 pounds

Repetitive motion of upper body required for extended use of computer

Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Ability to commute to Brentwood, TN

Ability to relocate to Brentwood, TN before starting work