Facility: WDC - Wellstar Development Center

Job Summary:

Functions under the direction of the Manager IT Service Desk and Service Desk Supervisors. Service Analyst II IT Service Desk answers incoming customer inquiries via personal request, telephone, email and/or web concerning network, software and systems or hardware related incidents. Analyst will research, diagnose and resolve moderately complex system hardware, software, network, and operator issues including installation, configuration, and training on the systems in use. Analyst must maintain accurate records and be thorough in documenting outcomes. The position requires interfacing extensively with end users, peers, and other Information Technology personnel for the resolution or escalation of desktop related incidents. Analyst promotes excellent customer service and strong communication skills to ensure quality service. Analyst will occasionally contribute on projects of low to moderate degrees of complexity so as to ensure smooth transition to support. Analyst will train team members and be responsible for ensuring documentation and contributions to the knowledge base are occurring regularly (as applicable).

Core Responsibilities and Essential Functions:

Provides timely end-user computer support assistance on a variety of issues.
* Identifies, researches and resolves technical problems for desktop and software / system related issues in a service delivery environment in the defined Service Level Agreements (SLA).
* Provide timely, professional and courteous customer service support to all callers, and accurately resolve of the incidents during the first contact.
* Perform computer administrative tasks for callers that may include but is not limited to: resetting passwords, unlocking accounts, adjusting storage limits or PC settings, and trouble shooting other routine and/or semi-routine user computer issues. (e.g. Printer Problems)
* Recommends updates to computer and / or process flow charts and work flow diagrams
* Investigate, analyze information, and draw conclusions as well as make recommendations for possible process improvement.
* May mentor and/or lead staff as associated with operational improvement processes and / or projects. (e.g. Service Desk staff, other analysts)
* Completes of assigned tasks on time.
* Learns through training and documentation as well as maintains current knowledge with respect to relevant technology, equipment, and/or systems.
* Escalate issues when appropriate.
* Performs on-call support for systems
Provides timely intermediate level support for end users and service delivery department.
* Researches, plans, and if assigned, leads team through small implementation for indicated scope including testing, documenting, training, and ensuring quality assurance. (e.g. Scripts to Improve First Call Resolution)
* Analyzes and evaluates present or proposed business procedures or problems to define data processing needs and work flow. (e.g. Service Desk Workflow)
* Prepares detailed flow charts and diagrams outlining systems capabilities and processes. (e.g. Documentation of Supported Systems)
* Provides advanced technical assistance and maintenance support to end users including, but not limited to, serving as first and second level support.
* Service should adhere to current service level agreements and recommend / provide additional training as needs are identified.
* Researches and recommends hardware and software development and as needed, additional tools.
* Troubleshoots and resolves, or coordinates appropriate resources for hardware, software, and / or connectivity problems, including user access and component configuration.
* Perform as liaison with the next layer of support as related to received incidents to include recent upgrades, integration, researching business needs, and escalating reported issues and / or questions. This may also require coordinating multiple resources and communications during major outages.
* Uses judgment and seeks assistance when guidelines, policies, and processes are inadequate, significant deviations are proposed, or when unanticipated problems arise.
Assist in the development and delivery of education/training programs that help the service desk team members, other IT analyst and if applicable, the end-users.
* Conduct training with Service Desk staff either one on one or group sessions.
* Documents projects, writes and / or reviews user instructions and trains as needed.
* Creates training documentation that is user friendly, detailed and precise.
Actively support IT policies, procedures and initiatives.
* Attends regular departmental and Towne Hall meetings, and promote / exemplify excellent customer service as aligned with WellStars Standards of Gold.
* Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills.
* Participates on committees and attends meetings as needed.
* Participates in special projects as required.
Enhance professional growth and development through education programs, workshops or other educational opportunities that may be presented. Keep abreast of current events.
Performs additional duties as assigned.
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High school diploma Required or
equivalent required Required and
Associate's Degree Required or
Bachelor's Degree in computer science Required or
related field preferred. Preferred

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 4 years equivalent work experience in lieu of degree will be considered. Required and
Minimum 3 years work experience in analyst Required or
support role for applications, network, or hardware. Required and
Requires a comprehensive knowledge of hardware and software concepts Required and
as proven they have the ability to trouble shoot and resolve incidents. Required and
Experience in planning, testing, documenting and training Required and
Experience with help desk applications / incident tracking system required. Preferred

Required Minimum Skills:

Requires intermediate knowledge of application and systems basics.
Requires basic hardware troubleshooting.
Must be a competent user of Internet browsers and Microsoft Office products.
Requires good verbal and written communication skills as well as be organized, be able to document accurately and have the ability to prioritize incidents and escalate when appropriate.
This individual must have good interpersonal skills and be able to work as part of a team.
Requires the ability to multi-task and be flexible with the assigned work schedule.