Advocate Aurora Health · 3 hours ago
HIT Service Desk Analyst I
United States
Full-time
Remote
Entry Level
$23.65/hr - $35.50/hr
1+ years expAdvocate Health is the third-largest nonprofit, integrated health system in the United States, focused on clinical innovation and value-based care. They are seeking a HIT Service Desk Analyst I to provide exceptional customer service, troubleshoot issues related to software and hardware, and ensure effective communication with customers while maintaining service desk performance standards.
Health Care
No H1B
Responsibilities
Always provides exceptional customer service. This includes treating everyone with respect and dignity. Demonstrates patience and positivity when working with others in alignment with organizational values
Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications
Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve. Escalates unresolved interactions appropriately
Documents all relevant customer interaction information thoroughly in the service management system
Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to “close” the ticket and maintain a successful call closure rate
Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI)
Performs routine procedures to remedy issues or when requested
Escalates unresolved issues to second-tier support. Keeps customers informed of the status of their request if an immediate remedy is not available
Assists with providing technical hints and tips to proactively assist customers
Adherence to all Advocate Health Policy and Procedures
Qualification
Required
High School Graduate or equivalent
Typically requires 1 year of experience in customer service, call center, or Service Desk support
Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system
Strong technical aptitude with the ability to learn quickly and support software applications
Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology
Ability to manage multiple priorities in a dynamic work environment
Analytical and problem-solving skills
Strong written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level
Ability to use/manage a standard multiple-line telephone system
Ability to maintain confidentiality and work as a team
Ability to determine issues that may have an adverse business impact if not properly escalated
Must be able to sit for extended periods of time
Must be able to perform fine hand manipulation when using a keyboard
Position may require occasional travel which may result in exposure to road and weather hazards
Ability to independently work in a remote work environment free from distractions
Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required
Benefits
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Company
Advocate Aurora Health
Advocate Aurora Health is a Healthcare
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$10.17MKey Investors
National Cancer Institute
2022-12-02Acquired
2019-08-20Grant· $10.17M
Leadership Team
Don Fosen - CISM, HCISPP
Chief Technology Officer
Jon Kluge
Chief Operating Officer, Senior Vice President, Advocate Aurora Medical Group
Recent News
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