Mercyhealth Wisconsin and Illinois ยท 14 hours ago
Service Desk Analyst
Janesville, WI
Full-time
Hybrid
Entry Level
2+ years expMercyhealth Wisconsin and Illinois is seeking a Service Desk Analyst to be 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 via phone and email, while assisting with password assistance, application support, and hardware/software troubleshooting.
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
Strong skills troubleshooting software and hardware problems beneficial
Preferred
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
Benefits
Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.
Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.
Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.
Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.
Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.
Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.
Company
Mercyhealth Wisconsin and Illinois
At Mercyhealth, our doctors, nurses and staff are committed to making lives better for our patients and their families.
5001-10000 employees
H1B Sponsorship
Mercyhealth Wisconsin and Illinois 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
2025 (2)
2024 (5)
2023 (6)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Nathan Schultz
Chief Technology Officer
Shawn David
Chief Technology Officer / Chief Security Officer IMS Technical Director
Company data provided by crunchbase