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Service Desk Analyst II

3 months ago

Atlanta, Georgia, United States Emory HealthcareEmory University Full time
OverviewCareer Growth at Emory HealthcareAt Emory Healthcare we offer a fulfilling professional journey with top-notch benefits, valuable resources, continuous mentorship, and leadership programs for various roles, creating a supportive environment for you to excel in your career and become the best version of yourself. We provide:
  • Comprehensive health benefits from day 1
  • Student Loan Repayment Assistance & Reimbursement Programs
  • Family-focused benefits
  • Wellness incentives
  • Continuous mentorship, skill enhancement, and leadership programs
  • And more
Work Location: Atlanta, GA - This position offers remote work flexibility, with occasional on-site presence required. The role operates 24/7, including weekends and holidays.Description
  • Providing customer support for IT issues via phone, email, and voicemail.
  • Communicating effectively to meet customer and service standards.
  • Anticipating and addressing customer needs, ensuring detailed documentation and resolution of reported issues.
  • Proficient in Incident Management System, documenting issues accurately and thoroughly.
  • Resolving customer issues using predefined processes, tools, and templates.
  • Monitoring and managing tickets, following up with customers, documenting progress, and ensuring timely resolution.
  • Ensuring compliance with HIPAA guidelines for PHI data.
  • Contributing to Knowledge Centered Support process and creating new knowledge entries.
  • Providing face-to-face support for minor computer-related issues and customer training.
MINIMUM QUALIFICATIONS:
  • Associate's degree in computer science and one year of help desk support experience, or two years of computer support experience without a degree.
  • A+ Certification, Support Center Analyst Certification, or related certification preferred.
Additional DetailsPromoting Inclusivity at Emory HealthcareEmory Healthcare is dedicated to fostering diversity, equality, and inclusion by providing equal opportunities to all individuals, regardless of various factors. Emory Healthcare values the unique backgrounds and perspectives of all team members and patients, striving to create a collaborative and inclusive environment for everyone.EMORY HEALTHCARE POLICY: Emory Healthcare ensures reasonable accommodations for qualified individuals with disabilities upon request. Reach out to the Office of Diversity, Equity, and Inclusion for support or alternative document formats.PHYSICAL REQUIREMENTS: Emory Healthcare outlines physical demands and environmental factors that may vary depending on assigned tasks and work area.Connect With UsAbout the CompanyEmory Healthcare Inc.LocationAtlanta, GA, 30345DepartmentEHI Emory DigitalJob TypeRegular Full-TimeJob CategoryInformation TechnologyScheduleOtherHourly MinimumUSD $19.66/Hr.Hourly MidpointUSD $26.05/Hr.Emory Healthcare is an Equal Employment Opportunity employer, dedicated to fair employment practices and decisions without discrimination.