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Beth Israel Lahey Health · 3 days ago

Service Desk Analyst Tier 1 (Hybrid)

Boston, MA

Full-time

Hybrid

Entry Level

$21/hr - $36/hr

1+ years exp

Beth Israel Lahey Health is a growing healthcare organization dedicated to making a difference in people’s lives. The Service Desk Analyst Tier 1 is responsible for delivering world-class support services, managing customer requests and incident management, and ensuring proper operation and support of IT equipment and applications.

Elder CareHealth CareHospitalPrimary and Urgent CareProfessional ServicesTraining

H1B Sponsor Likely

Responsibilities

Responds appropriately and in accordance with established guidelines and timeframes to all calls, emails, work orders, or alerts by creating an incident/request using the IT Service Management Suite provided in an effective manner; maintaining and ensuring the accuracy of all logged information

Responsible for Level 1 support providing basic to intermediate support. Exceeds end-user expectations by meeting established SLAs and customer demands. Drives high customer satisfaction and ensures services align with BILH's needs

Exhibits commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to the Supervisor, Service Desk for incidents/requests that require elevated support

Diagnose and resolve simple to moderately difficult desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies, and local system configurations

Demonstrates an understanding of network-related activities and support, including but not limited to IP and DNS

Acquires professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training and may be asked to train other IT colleagues

Acquires an understanding of BILH-centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations

Acquires an understanding of best practices in regard to IT security in order to quickly identify potential business impacting vulnerabilities/threats

May contribute to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows

Responsible for hosting, initiating, and contributing to the Critical Incident Management process

Qualification

Service Desk SupportOperating Systems KnowledgeITSM Systems KnowledgeNetwork FundamentalsMicrosoft Office 365Customer Service SkillsTechnical TroubleshootingCommunication Skills

Required

High School diploma or GED required

1-3 years related work experience required in 2 plus years of Service Desk/IT Support experience supporting a large enterprise of end users in an MS Windows / MS Office environment

Advanced Knowledge of various Operating systems (OS) such as Windows 10, Windows 11, and MAC OS

Knowledge of various mobile devices, such as: iOS and Android platforms

Knowledge of Network fundamentals

Solid experience with Citrix Systems application

Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.)

Solid experience of Microsoft Office 365

Knowledge and experience with ITSM systems such as Service Now or Remedy

May produce complex documents, perform analysis, and maintain databases

Ability to learn quickly and retain knowledge of a wide variety of systems

Advanced technical computer skills as required for technical support specific to functional areas and related systems

Preferred

Knowledge of Dell, Apple, HP, and Ricoh hardware is desirable

Knowledge of Oracle PeopleSoft and Workday applications is desirable

Knowledge of Electronic Health Record (EHR) applications is desirable

Company

Beth Israel Lahey Health

Glassdoor3.5

Beth Israel Lahey Health Center offers patient care, urgent care, assisted living, and research and education services.

Founded in 2019

Cambridge, Massachusetts, USA

10001+ employees

https://www.bilh.org

H1B Sponsorship

Beth Israel Lahey Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (2)

2022 (1)