Shared Services: IS Service Desk- (Full-Time, Day Shift) -

Job Summary: The Service Desk Analyst provides customers technical support of incidents, inquiries, access security, and requests for services via phone and appropriately triages, resolves, and escalates incidents to appropriate points of contact as defined within the Information Services support processes. Services may be provided for all LLUH entities, partners, and patients. Performs other duties as needed.
Education and Experience: Associates Degree in Computer Science required. Broad training in computer-related fields required. Two years of experience in a related field required; preferably within a hospital environment. Experience may be considered in lieu of Degree.
Knowledge and Skills: Broad knowledge and understanding of computer hardware, applications, network, and operating systems. Knowledge and understanding of related Information Technology trends. Able to read; write legibly; speak in English with professional quality; support computer, printer, and software programs necessary to the position including a wide variety of desktop software and clinical applications. Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate with peers; accept direction. Ability to deal effectively with people and elicit support from other department areas, vendors, and customers. Excellent analytic, communication, and documentation skills. Able to organize technical work; demonstrate excellent planning, problem solving, analysis, documentation, and organization skills; analyze and interpret data, processes and needs based on limited information; organize work and resources; define problems and solutions, prioritize work load; make recommendations; manage time effectively and be able to work in a fast pace environment with heavy call and intake volume. Able to communicate effectively in English in person, in writing, and on the telephone; think critically; work independently; compose written material; work well under pressure; recall information with accuracy; pay close attention to detail. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.
Licensures and Certifications: Help Desk Institute (HDI) or Information Technology Infrastructure Library (ITIL) certification preferred.