Mercy Health · 5 hours ago
Service Desk Analyst
Janesville, WI
Full-time
Hybrid
Entry Level
2+ years expMercyhealth is a healthcare organization seeking a Service Desk Analyst to serve as the first point of contact for customer support within the IS department. The role focuses on providing courteous and effective support to users of MHS Information Systems, primarily over the phone or via email, and involves troubleshooting hardware and software issues.
Health CareNon Profit
Responsibilities
Providing phone and email support to end users for hardware and software failures
Assisting end users with using the Epic EMR and other enterprise applications
Responding to service requests, including password resets or system access requests
Prioritizing incidents based on end-user urgency and organizational impact
Escalation of issues within the department as needed
Ownership of incidents to ensure timely incident resolution
Management of end-user relationships to ensure user satisfaction
Accurately logging incident details and documenting resolutions
Remotely connect to end user workstations to aid in troubleshooting of issues as needed
Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels
Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Basic hardware and application troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training
Occasional travel to other Mercy locations is required
Qualification
Required
Excellent customer relation and organization skills
Excellent phone etiquette
Ability to work with frustrated customers
Providing phone and email support to end users for hardware and software failures
Assisting end users with using the Epic EMR and other enterprise applications
Responding to service requests, including password resets or system access requests
Prioritizing incidents based on end-user urgency and organizational impact
Escalation of issues within the department as needed
Ownership of incidents to ensure timely incident resolution
Management of end-user relationships to ensure user satisfaction
Accurately logging incident details and documenting resolutions
Remotely connect to end user workstations to aid in troubleshooting of issues as needed
Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels
Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Basic hardware and application troubleshooting or repair
Basic computer operation tasks as assigned
Creation of documentation for end users
End user training
Occasional travel to other Mercy locations is required
Associate's degree (A. A.) in Computer Science or related area required
Two years of directly related work experience will be considered in lieu of degree
Experience with PCs, printers, networking and Microsoft operating systems required
Preferred
Strong skills troubleshooting software and hardware problems beneficial
Previous customer service or contact center experience preferred
Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful
Microsoft, A+, or similar is preferred
Company
Mercy Health
Mercy Health is a mission-driven, integrated healthcare organization.
10001+ employees
H1B Sponsorship
Mercy 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
2023 (8)
2021 (3)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
$0.05MKey Investors
Appalachian Regional Commission
2024-09-18Grant· $0.05M
Leadership Team
Kenneth James
Market Chief Operating Officer, Cincinnati
Staci Lucius
President, Mercy Health Physicians
Recent News
Lane Report | Kentucky Business & Economic News
2025-12-19
2025-11-14
2025-10-09
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