Service Desk Analyst II at Shriners Children's in Remote - United States

Job description

• The Service Desk Analyst II serves as a senior member of the Information Services Service Desk and provides first-line technical support for software applications, hardware, and information systems utilized throughout the organization. This position acts as a backup to the Department Manager and assists with the daily operations of the Service Desk, including staffing coordination, scheduling, work assignments, quality monitoring, and team development.
• The Service Desk Analyst II is responsible for responding to user inquiries, troubleshooting software and hardware issues, managing incident resolution, developing end-user documentation, and training materials, and ensuring a high level of customer satisfaction. This role collaborates closely with Information Services teams, vendors, and business stakeholders to resolve technical issues and improve service delivery. The position requires strong Service Desk experience, technical troubleshooting skills, leadership abilities, and knowledge of enterprise applications, preferably within a healthcare environment.
• There are two openings for the Service Desk Analyst II position. The weekly schedule for each of these two openings is:
• 3PM - 12AM Midnight ET Monday through Friday
• 3PM - 12AM Midnight ET Saturday through Wednesday

Responsibilities

• Serve as a senior resource for the Service Desk and provide backup support to the Department Manager.
• Assist the Supervisor with daily Service Desk operations, including staffing, scheduling, workload distribution, queue management, and support coverage.
• Monitor and resolve Service Desk incidents and service requests while ensuring compliance with service level expectations.
• Review and audit incidents and service requests for quality, accuracy, documentation standards, and customer service excellence.
• Mentor, coach, and train Service Desk personnel to strengthen technical knowledge, service delivery, and troubleshooting capabilities.
• Provide ongoing guidance to Service Desk staff regarding best practices, processes, and procedures.
• Identify opportunities for process improvement and recommend enhancements to Service Desk operations and customer experience.
• Provide first-line support for all organizational software applications, including EPIC, Workday and other enterprise business and clinical systems.
• Receive, document, prioritize, assign, track, and resolve user-reported incidents and service requests.
• Troubleshoot and resolve PC-related hardware, software, operating system, peripheral, and connectivity issues.
• Install, configure, and maintain desktop and laptop software applications.
• Coordinate with Information Services personnel, vendors, and support teams to resolve escalated incidents and implement solutions.
• Ensure incidents are assigned to the appropriate support resources and actively tracked through final resolution.
• Install software upgrades, patches, revisions, fixes, and new application releases.
• Provide support for Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive.
• Advise users on effective methods and best practices for utilizing software products and technology resources.
• Provide specialized support for enterprise and healthcare applications, including SHCIS, Epic, Cerner, PMTI, SBT, Workday, CARE, and other applications assigned.
• Investigate hardware issues and perform minor hardware repairs and communication connection troubleshooting.
• Develop and maintain end-user documentation for internally developed and vendor-supported applications.
• Create reference manuals, quick-reference guides, tutorials, knowledge base articles, FAQs, training materials, and online help resources.
• Ensure all documentation adheres to organizational standards and best practices.
• Plan, coordinate, develop, and conduct end-user training programs as needed.
• Deliver application-specific and productivity software training to support user adoption and organizational initiatives.
• Maintain and continuously improve knowledge management resources to support first-contact resolution and self-service capabilities.
• Assist in the evaluation, recommendation, and selection of hardware, software, communications technologies, consulting services, and system integration solutions.
• Participate in side-by-side product reviews, weighted assessments, cost-benefit analyses, and price-performance comparisons.
• Serve as a technical advisor on project teams and selection committees as assigned.
• Provide recommendations that align with organizational goals, operational needs, and technology strategies.
• Maintain and ensure the security and integrity of software libraries and related resources.
• Report security incidents and events in accordance with organizational policies and procedures.
• Participate in software testing, validation, and quality assurance activities.
• Support rotating schedules and after-hours coverage requirements as needed.
• Perform special projects and other duties as assigned.

Requirements

• Minimum of 5 years of experience in an IT Service Desk, Help Desk, Customer Support, or Technical Support environment.
• Demonstrated experience providing first-line technical support within a medium-to-large enterprise environment.
• Experience supporting enterprise business applications and end-user technologies.
• Experience with ITIL incident, request, knowledge, Major Incident Management (MIM)and change management.
• Experience with ticketing systems, and service request tracking tools.
• Experience troubleshooting Microsoft Windows operating systems, Microsoft 365 applications, desktops, laptops, and peripheral devices.
• ITIL Foundation 4 or 5 certification or must be acquired 12 months after hire.
• Microsoft Windows operating systems and MS 365 Suite
• Desktop, laptop, printer, and peripheral support.
• Software installation, deployment, configuration, and maintenance.
• Basic networking concepts, VPN connectivity, and communication troubleshooting.
• Incident and problem management best practices.
• Remote support tools and technologies.
• Technical documentation and knowledge management practices.
• Enterprise application support in healthcare or large organizational environments.
• High School Diploma/GED
• Bachelor’s degree preferred in Information Technology, Computer Science, Information Systems, or a related field; or an equivalent combination of education and experience.
• Experience supporting healthcare information systems and clinical applications.
• Experience supporting Epic EHR or similar applications.
• Experience supporting Cerner, CARE, PMTI, SBT, Workday, ServiceNow or other enterprise healthcare systems.
• Experience developing user documentation and delivering end-user training.
• Leadership, mentoring, or team lead experience within a Service Desk environment.

Skills

Required

• Remote support tools and technologies

Benefits

• Compensation is determined based on years of relevant experience and departmental equity.