ITS Clinical Service Desk Analyst II - Remote

Location:

Junction Building - HQ

Department:

ITS Provider Opex

Weekly Hours:

40

Status:

Full time

Shift:

Days (United States of America)

Job Summary:

The ITS Clinical Service Desk is the central point of contact for ITS related incidents and service requests for clinicians. The Service Desk Analyst provides first level support for all staff. They are responsible for resolving incidents as well as meeting customer satisfaction and continuous service delivery demands. The Service Desk staff work in a dynamic, fast-paced environment which provides services through various contact methods including phone, chat, self-service and remote access.

ACCOUNTABILITIES

*All duties listed below are essential unless noted otherwise*

• Successfully provide general IT technical support including hardware/application troubleshooting.
• Successfully provide advanced technical support on designated applications/services.
• Accurately record, update and document all user contacts in appropriate incident/request using IT Service Management tool.
• Continuous learning as assigned/requested to stay up to date with the latest applications, technology, and internal system processes.
• Provide first-class customer service ensuring that all end users are treated professionally, efficiently and in a caring manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical user at all levels in the organization.
• Create, publish and audit relevant knowledge base support articles in order to assist user in the quick resolution of their issues/requests.
• Intermediate understanding of all internal ITS processes.
• Intermediate understanding of all ITS processes and changes that affect clinical staff.
• Highly motivated team player with the skills and ability to manage changing priorities.
• Knowledge of health care operations is preferred.
• Must be able to move about facilities and between workstations.
• Work independently with minimal supervision.

This positon can be worked remote.

REQUIRED QUALIFICATIONS

Education : Associate Degree or equivalent relevant experience.

Skills :

• Progressive knowledge of assigned clinical software applications and healthcare operations.
• Requires strong self-motivation, interpersonal, and organizational skills. Strong computer skills and a technical aptitude are necessary.
• Must have strong written and verbal communication skills.
• Strong organizational and time-management skills.
• Must be able to understand directions, communicate and respond to inquiries; requires effective self-motivation and interpersonal skills.
• Must demonstrate a professionalism and troubleshooting capabilities.
• Display a personal passion for educating others; create an engaging learning environment and enhance the end-user learning experience through creativity, enthusiasm, and high energy.

Years of Experience : 3-5 years of relevant experience

PREFERRED QUALIFICATIONS

Education : Bachelor’s Degree in education, information technology, business, or related field.

Skills : Strong IT technical support. Strong oral/written communication. Customer service driven. Self-motivated, detail-oriented, problem solver, and critical thinker. ServiceNow experience. Experience/certification with Epic.

Years of Experience : 5-7 years of applicable business or healthcare experience is desirable.

Physical Demands: Must be able to occasionally move, lift and/or carry medium-weight objects and materials.

Salary Range: $38,480 - $110,344

We offer a competitive benefits package with coverage effective day one of employment which includes medical, dental, vision, company paid life insurance, paid time off, a 401k retirement plan, an employee assistance program and other voluntary coverage options and employee discounts.

The above list of accountabilities is intended to describe the general nature and level of work performed by the positions; it should not be considered exhaustive.

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or other status protected by applicable law.

Equal Opportunity Employer/Drug-Free Workplace

ProMedica is a mission-driven, not-for-profit health care organization headquartered in Toledo, Ohio. It serves communities across nine states and provides a range of services, including acute and ambulatory care, a dental plan, and academic business lines. ProMedica owns and operates 10 hospitals and has an affiliated interest in one additional hospital. The organization employs over 1,300 health care providers through ProMedica Physicians and has more than 2,300 physicians and advanced practice providers with privileges. Committed to its mission of improving health and well-being, ProMedica has received national recognition for its clinical excellence and its initiatives to address social determinants of health. For more information about ProMedica, please visit promedica.org/aboutus.

Benefits:

We provide flexible benefits that include compensation and programs to help you take care of your family, your finances and your personal well-being. It’s what makes us one of the best places to work, and helps our employees live and work to their fullest potential.

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact [email protected]

Equal Opportunity Employer/Drug-Free Workplace