IT Service Desk Analyst

Job description

Overview
COME BUILD YOUR CAREER WITH VIBRA HEALTHCARE!
We are seeking an IT Service Desk Analyst to join our team!
Responsibilities
The Service Desk Analyst is responsible for supporting the Vibra Service Desk’s single point of contact role for triage and resolution of service disruptions that affect Vibra hospitals, employees, applications, hardware, and vendors. The Service Desk Analyst is also required to fulfill security requests for new accounts, terminations, shared file access, and application permissions. The position will require that the individual answer technical questions, provide resolutions, accurately record all calls and incidents, provide level-1 troubleshooting, escalate to level-2 support as required, and ensure the capture of all lessons learned within the Vibra Service Desk Knowledge Base.
Minimum Qualifications
• HS diploma or GED required.
• At least three (3) years of Service Desk, Help Desk, or Call Center experience required.
• At least two (2) years of experience with clinical /technical problem resolution and support. Holiday support on a rotational basis required.
• Overnight and weekend support may be required.
• Current, valid and active driver’s license required

Additional Qualifications/Skills
• A technology-oriented bachelor’s degree or commensurate experience is desirable. ITIL foundations, Service Desk+, Help Desk certificated desirable.
• Experience installing and supporting HP, Ricoh, and Brother printers.
• Experience supporting and troubleshooting Windows 11 Operating System on Laptops and Workstations.
• Experience supporting Microsoft Active Directory, and Security Provisioning.
• Experience supporting Microsoft Office, Outlook, Teams and Sharepoint
• Experience with the following tools: InTune, Control-Up, and Logmein
• Experience supporting and troubleshooting Apple IOS on Iphones and Ipads.
• IT support background includes troubleshooting hardware and network problems.
• ITSM Ticketing system experience a plus.
• Freshservice ticketing experience a plus.
• Superior teamwork skills.
• Excellent documentation skills a plus.
• Ability to work with leaders and employees within a hospital setting.
• Ability to work with outside venders in a professional manner
• Wellsky (EHR) Electronic Health Record knowledge.
• Knowledge of regulatory standards and compliance requirements.
• Ability to make independent decisions when circumstances warrant.
• Working knowledge of computer and software applications used in job functions.
• Freedom from illegal use of and effects of use of drugs and alcohol in the workplace.
• Strong customer service, organizational and prioritizing skills

Benefits
At Vibra Healthcare, employees are our priority. We are passionate about patient care and consider it a privilege to be able to provide services to patients and their family members. Below is a brief summary of our benefits.
• Medical PPO high and low deductible plans / HSA options as well as HMO options in some markets
• FREE prescription plans
• Dental and Vision coverage
• Life insurance
• Disability Benefits
• Employee Assistance Plan
• Flex Spending plans, 401K matching
• Additional Critical Illness, Accident, and Hospital plans
• Company discounts for mobile phone service, electronics, cell phones, clothing, etc
• Pet Insurance
• Group legal – provides legal assistance with personal legal matters
• Tuition and continuing education reimbursement
• Work life balance

At Vibra Healthcare, our patients are family. Healthcare is constantly evolving, our growing organization is devoted to ensuring that each person in our care feels safe. Our world-class team of driven, passionate healthcare professionals are always focused on service excellence and providing top quality care at the bedside. Our culture fosters engagement, diversity and advocacy. Our goal is to empower our employees and support them in their professional growth while leading them on a path to success within our organization.
The Service Desk Analyst is responsible for supporting the Vibra Service Desk’s single point of contact role for triage and resolution of service disruptions that affect Vibra hospitals, employees, applications, hardware, and vendors. The Service Desk Analyst is also required to fulfill security requests for new accounts, terminations, shared file access, and application permissions. The position will require that the individual answer technical questions, provide resolutions, accurately record all calls and incidents, provide level-1 troubleshooting, escalate to level-2 support as required, and ensure the capture of all lessons learned within the Vibra Service Desk Knowledge Base.
Minimum Qualifications
• HS diploma or GED required.
• At least three (3) years of Service Desk, Help Desk, or Call Center experience required.
• At least two (2) years of experience with clinical /technical problem resolution and support. Holiday support on a rotational basis required.
• Overnight and weekend support may be required.
• Current, valid and active driver’s license required

Additional Qualifications/Skills
• A technology-oriented bachelor’s degree or commensurate experience is desirable. ITIL foundations, Service Desk+, Help Desk certificated desirable.
• Experience installing and supporting HP, Ricoh, and Brother printers.
• Experience supporting and troubleshooting Windows 11 Operating System on Laptops and Workstations.
• Experience supporting Microsoft Active Directory, and Security Provisioning.
• Experience supporting Microsoft Office, Outlook, Teams and Sharepoint
• Experience with the following tools: InTune, Control-Up, and Logmein
• Experience supporting and troubleshooting Apple IOS on Iphones and Ipads.
• IT support background includes troubleshooting hardware and network problems.
• ITSM Ticketing system experience a plus.
• Freshservice ticketing experience a plus.
• Superior teamwork skills.
• Excellent documentation skills a plus.
• Ability to work with leaders and employees within a hospital setting.
• Ability to work with outside venders in a professional manner
• Wellsky (EHR) Electronic Health Record knowledge.
• Knowledge of regulatory standards and compliance requirements.
• Ability to make independent decisions when circumstances warrant.
• Working knowledge of computer and software applications used in job functions.
• Freedom from illegal use of and effects of use of drugs and alcohol in the workplace.
• Strong customer service, organizational and prioritizing skills