Community Hospital
IT Service Desk Analyst, Full-Time
Community Hospital, Grand Junction, Colorado, United States, 81503
TITLE: Service Desk Technician
SUMMARY OF JOB:
The IT Service Desk team serves as a first point of contact and a primary source of resolutions and expertise for all the organization's internal technology needs. In addition to managing internal support requests, a Service Desk Analyst is a key contributor to a steady stream of enterprise level project work that supports the company.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
Serve as a first point of contact for all internal technology needs and issues, resolving a large percentage without escalation while providing excellent customer service.
Consistently, accurately, and in a timely fashion record all service requests and issues in the Service Desk ticketing system, triaging tickets to other members of the IT team when necessary or appropriate.
Provide hardware and software support for both onsite and offsite employees, including PC's, Smartphones, printers, A/V equipment, and associated accessories.
Responsible to create and maintain system documentation in a timely and accurate manner.
Participate in incident, problem, and other IT Service Management processes.Should bring new and innovative ideas and problem-solve with the team.
Must be able to demonstrate the ability to work effectively with a team and independently with excellent written and verbal communication skills; excellent analytical and organizational skills with the ability to identify priorities correctly in a high volume workload environment.
Provide excellent research abilities to supplement experience in resolving issues and providing advice/recommendations on technical subjects.Demonstrates experience and strong proficiency supporting Microsoft technologies with a knowledge of ITIL and ITSM concepts.
Demonstrates experience in operating system deployment, patch management, automated software deployment.
Demonstrates experience with asset management life cycle.
Strong aptitude for learning and diagnosing software and hardware problems.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE :
Associate's Degree (Bachelor's Degree preferred) in information technology or related field with at least two (2) years of related experience with experience supporting end-users in a Windows environment; Active Directory (AD) preferred; with a knowledge of Visual Basic and PowerShell scripting languages
OR equivalent combination of education and experience.
This position's hiring pay range is: $27.00- $31.05 per hour, depending on education and experience.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
SUMMARY OF JOB:
The IT Service Desk team serves as a first point of contact and a primary source of resolutions and expertise for all the organization's internal technology needs. In addition to managing internal support requests, a Service Desk Analyst is a key contributor to a steady stream of enterprise level project work that supports the company.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
Serve as a first point of contact for all internal technology needs and issues, resolving a large percentage without escalation while providing excellent customer service.
Consistently, accurately, and in a timely fashion record all service requests and issues in the Service Desk ticketing system, triaging tickets to other members of the IT team when necessary or appropriate.
Provide hardware and software support for both onsite and offsite employees, including PC's, Smartphones, printers, A/V equipment, and associated accessories.
Responsible to create and maintain system documentation in a timely and accurate manner.
Participate in incident, problem, and other IT Service Management processes.Should bring new and innovative ideas and problem-solve with the team.
Must be able to demonstrate the ability to work effectively with a team and independently with excellent written and verbal communication skills; excellent analytical and organizational skills with the ability to identify priorities correctly in a high volume workload environment.
Provide excellent research abilities to supplement experience in resolving issues and providing advice/recommendations on technical subjects.Demonstrates experience and strong proficiency supporting Microsoft technologies with a knowledge of ITIL and ITSM concepts.
Demonstrates experience in operating system deployment, patch management, automated software deployment.
Demonstrates experience with asset management life cycle.
Strong aptitude for learning and diagnosing software and hardware problems.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE :
Associate's Degree (Bachelor's Degree preferred) in information technology or related field with at least two (2) years of related experience with experience supporting end-users in a Windows environment; Active Directory (AD) preferred; with a knowledge of Visual Basic and PowerShell scripting languages
OR equivalent combination of education and experience.
This position's hiring pay range is: $27.00- $31.05 per hour, depending on education and experience.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)