At Revere Health, we believe there is a better path to healing and healthcare maintenance, and we’re working on this mission—one patient at a time. We’re a national leader in a movement called value-base care which aims to improve treatment outcomes and keep costs down. Our internal culture is one that promotes respect and consistently recognizes the impact that individual employees have on the mission of the organization.
Position Summary: Service Desk Analyst II is an intermediate level IT Service Desk position responsible for receiving, prioritizing, routing, troubleshooting and escalating end-user IT support request. In particular, the Service Desk Analyst II is responsible for responding to support requests that have been escalated by the Service Desk I staff. The Service Desk II team provides an intermediate level of troubleshooting and diagnostics, develops new solutions to problems, and escalates requests to the Service Desk Analyst III, systems administrator, network engineer, application support and other IT specialist teams as needed.
Essential Job Functions:
- Receives, prioritizes, responds to and resolves or escalates support requests.
- Manages support requests and ticket queues within the Service Desk ticketing system.
- Manages end user expectations throughout the support process.
- Provides support and mentoring for Service Desk I staff
- Documents problem resolutions in the IT wiki/knowledgebase.
- Provides end-user training as needed and encourages use of self-help IT resources.
- Provisions network and system access based on organizational and functional roles, IT department policy and established security best practices.
- Provisions common IT assets, such as computers, mobile devices, printers, phones, etc. in compliance with established IT standards.
- Maintains a consistent desktop environment across all managed computers.
- Provides intermediate on-site support leading up to and during new office go-lives.
- Updates asset management records to reflect the procurement, assignment, recovery and retirement of fixed IT assets.
- Assists with periodic IT asset inventory initiatives.
- Assists in management of print servers.
- Assists in administration of corporate web filter policies.
- Assists in the training of new Service Desk staff
- Assists in managing IP phone services, including directory numbers, department call flows and voicemail.
- Assists in requirements gathering for new software, equipment and processes.
- Develops help sheets and frequently asked questions lists for end users.
- Recognizes recurring support request trends and recommends problem resolutions.
- Identifies opportunities for improving IT services.
- Participates in after-hours call rotation.
- Assists senior IT staff as directed.
- Other duties as assigned.
Qualifications:
- Strong customer service skills
- 3+ years computer service or support related work experience
- Strong understanding of computer hardware and software, desktop operating systems, printers, phone systems, mobile devices and networking concepts
- Strong troubleshooting and problem-solving skills
- Ability to communicate technical information to nontechnical audiences
- Must be a quick learner and a self-starter
- Ability to multitask and work with minimal supervision
- Experience within a healthcare setting is a strong plus
- Knowledge of CAT5E and fiber optic cable handling and standards is a plus
- Experience supporting Apple products is a plus
- ITIL understanding is a plus
- A+ certification strongly preferred
- Other Comptia, Microsoft or Cisco certifications are a plus
Hours:
- Regular Hours: Flexible shift between 7:00 AM and 5:00 PM, Monday through Friday (40 hours per week). Specific shift assignments may vary based on business needs.
- On-Call Requirement: Participation in a rotating after-hours on-call support schedule, which may include evenings, weekends, and holidays.
Additional Notes:
- Frequent travel required (Must have a reliable vehicle)
- Must have a positive attitude and a passion to provide excellent service
- Must have flexibility to work different shifts as needed
