IT Help Desk Analyst 1

3 weeks ago

Livonia MI United States Trinity Health Full time
Employment Type:Full timeShift:

Description:At least 2 days per week on-site required, in either Livonia, Michigan, or New Town Square, Pennsylvania.

**Preferred Skills:  Service Now, Microsoft O365 suite, Azure, and Multi-factor authentication.

Under general supervision is responsible for providing the single point of customer contact, support or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported TIS systems. 

ESSENTIAL FUNCTIONS

  • Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions.
  • Addresses all customer contacts (e.g. phone, email, self-serve, webchat, and online access) promptly and efficiently within a specific timeframe in order to provide a defined level of service and availability to the customer. Provides initial support or escalates calls to appropriate system support teams. 
  • Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IS Service Desk Support. Resolves problems for various applications, password reset/unlocks, multi-factor authentication (MFA), resets printers/terminals and provides user education on all TIS supported systems and telecommunications.
  • Demonstrates an ability to understand the customer’s needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations.
  • Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions.
  • Understands and follows defined departmental policies, procedures and processes in a team environment.
  • May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing login ID, access, connectivity and emergency removal to applications and systems.
  • Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

  • Associate’s degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred.
  • Minimum of one (1) year customer service experience or demonstrated ability is required.
  • At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications is preferred. An understanding of the interactions between system components is also desired. 
  • Must be proficient in the use of computers in order to provide initial system telephone support service.  Experience in utilizing a call-tracking tool is desired.
  • Basic knowledge of the call center environment and the importance of time management skills desired.
  • Well-developed typing/keyboard skills required (40 WPM).
  • Working knowledge of Active Directory and Azure Active Directory. 
  • Must be comfortable operating in collaborative, shared leadership environments.
  • Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

  • Must be able to set and organize own work priorities, and adapt to them as they change frequently.  Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.  
  • Must possess the ability to comply with Trinity Health policies and procedures.
  • Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Required to be able to push/ pull and lift objects (computers, monitors, printers) weighing up to 50 pounds.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.   They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

  • Help Desk Analyst

    7 days ago

    Norristown, PA, United States MRO Full time

    _*ROLE: *_The Help Desk Analyst assists in all aspects of computer support for MRO employees, with a focus on troubleshooting and resolving issues both locally and remotely via the phone.This is a hybrid role and requires at least 2 days in office per week and one and a half months in office training._*TASKS AND RESPONSIBILITIES:*_General1. Serving as the...

  • Help Desk Analyst II

    3 weeks ago

    Denver, CO, United States Flexential Full time

    Job Description:The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role's primary responsibility is to receive, prioritize, document and resolve/escalate end user's requests and issues.Key Responsibilities and Essential Job...

  • Service Desk Analyst

    3 weeks ago

    New York, NY, United States TEKsystems Full time

    Description:One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital’s Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System’s 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...

  • Service Desk Analyst

    3 weeks ago

    New York, NY, United States TEKsystems Full time

    Description:One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital’s Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System’s 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...

  • Technical Support

    2 weeks ago

    Ann Arbor, MI, United States TEKsystems Careers Full time

    The Helpdesk Support Analysts will provide basic-level technical support (software, hardware, processes) to team members via phone, email, and web form. Logs and documents all necessary information for every customer contact. Performs IT request fulfillment based on established SLAs. Experience working in a corporate Help Desk or call center...

  • Help Desk Specialist

    3 months ago

    Livonia, United States AMI Strategies, Inc. Full time

    Job DescriptionJob DescriptionDescription:Title: Help Desk SpecialistFLSA Classification: Non-ExemptDate Modified: January 2022Reports to: Director of Mobility ServicesJob DescriptionSummary/objectiveThe Help Desk Specialist will be part of a team that is able to deal with End Users who have little experience navigating websites and placing orders. The...

  • Information Technology

    3 weeks ago

    Livonia, United States Felician Sisters of North America Full time $65,000 - $75,000

    Job DescriptionJob DescriptionAre you interested in using your IT Support skills to give back to those who have dedicated their lives to serving the most vulnerable and at-risk in the community?We invite you to apply for the full-time Information Technology (IT) Help Desk Supervisor position in Livonia, MI. This onsite position provides the opportunity to...

  • Service Desk Analyst

    3 weeks ago

    Baltimore, MD, United States TEKsystems Full time

    Description: Daily responsibilities include logging, tracking and resolving an average of 25 to 30 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of...

  • IT Help Desk Technician

    2 weeks ago

    Frankfort, KY, United States Brooksource Full time

    *Job Title:* IT Help Desk / Support Technician*Location:* Frankfort, KY (40601)*Workplace Type*: Hybrid (Tue-Thu Onsite)*Pay*: ~$17 – 18/hr+ (Tier 1)*Job Description:*We are seeking several skilled IT Help Desk / Support Technicians to join our client in Frankfort, KY. The ideal candidate will have strong general computer skills, experience with...

  • Help Desk

    3 weeks ago

    Lansing, MI, United States TEKsystems Full time

    Description:Project Objective/Business Purpose• Support the production go-live of SAP Ariba through functional testing, onboarding, and configuration of the application• Post go-live stabilization for SAP AribaAriba Technician Key Responsibilities:• The resource will familiarize themselves with work instructions/tutorials related to the implementation...

  • Help Desk Support Representative

    3 weeks ago

    Ann Arbor, MI, United States TEKsystems Full time

    Description:The Help Desk Representative will be located in Ann Arbor, MI, providing effective, live, Level 1 support for our client's In-Store Operators. You will be taking roughly 15-30 calls a day inbound regarding a number of technical related issues. This representative will remotely diagnose and resolve routine problems including proprietary software,...

  • SAP/Help Desk Support

    2 weeks ago

    Lansing, MI, United States TEKsystems Careers Full time

    Project Objective/Business Purpose • Support the production go-live of SAP Ariba through functional testing, onboarding, and configuration of the application • Post go-live stabilization for SAP Ariba The resource will familiarize themselves with work instructions/tutorials related to the implementation of SAP Ariba • The resource will provide support...

  • Help Desk Specialist

    4 months ago

    Livonia, United States AMI Strategies, Inc. Full time

    Job DescriptionJob DescriptionDescription:Title: Help Desk Specialist (2nd shift, 11:30am-8pm) FLSA Classification: Non-ExemptJob DescriptionJob Purpose: Establish and maintain wireless knowledge and skillset required for taking inbound calls specified for Tier 2 support.Duties:I. Maintain a general knowledge of mobile carrier processes and policies...

  • Tier 2 Service Desk Analyst

    3 weeks ago

    Lafayette, IN, United States TEKsystems Full time

    Description:About the Role:The IT Service Desk Analyst II will act as a key point of contact for corporate IT support inquiries from team members regarding issues related to company-provided IT systems and applications. This role requires the Analyst to rely on experience, instructions, and the knowledge base to answer inquiries and resolve problems...

  • Help Desk Lead

    9 hours ago

    , GA, United States Chenega Corporation Full time

    {"title": "Help Desk Lead", "description": "Job SummaryWe are seeking a highly skilled Help Desk Lead to provide expert advice and support services with IT security and business technologies. The successful candidate will serve as a point-of-contact between the end-user community, on-site support personnel, and hardware maintenance vendors.Key...

  • Help Desk

    2 weeks ago

    Lansing, MI, United States TEKsystems Careers Full time

    *Description:* Project Objective/Business Purpose Support the production go-live of SAP Ariba through functional testing, onboarding, and configuration of the applicationPost go-live stabilization for SAP Ariba Ariba Technician Key Responsibilities: The resource will familiarize themselves with work instructions/tutorials related to the implementation of SAP...

  • IT Help Desk Analyst 1

    2 weeks ago

    Livonia, United States Trinity Health Full time

    Employment Type:Full timeShift:Description:At least 2 days per week on-site required, in either Livonia, Michigan, or New Town Square, Pennsylvania.**Preferred Skills:  Service Now, Microsoft O365 suite, Azure, and Multi-factor authentication.Under general supervision is responsible for providing the single point of customer contact, support or resolution...

  • IT Help Desk Analyst 1

    3 weeks ago

    Livonia, United States Trinity Health Full time

    Job DescriptionEmployment Type:Full timeShift:Description:At least 2 days per week on-site required, in either Livonia, Michigan, or New Town Square, Pennsylvania.**Preferred Skills:  Service Now, Microsoft O365 suite, Azure, and Multi-factor authentication.Under general supervision is responsible for providing the single point of customer contact, support...

  • IT Help Desk Analyst 1

    3 weeks ago

    Livonia, United States Trinity Health Full time

    Employment Type:Full timeShift:Description:At least 2 days per week on-site required, in either Livonia, Michigan, or New Town Square, Pennsylvania.**Preferred Skills:  Service Now, Microsoft O365 suite, Azure, and Multi-factor authentication.Under general supervision is responsible for providing the single point of customer contact, support or resolution...

  • Help Desk Support Representative

    2 weeks ago

    Ann Arbor, MI, United States TEKsystems Careers Full time

    *Description:* The Help Desk Representative will be located in Ann Arbor, MI, providing effective, live, Level 1 support for our client's In-Store Operators. You will be taking roughly 15-30 calls a day inbound regarding a number of technical related issues. This representative will remotely diagnose and resolve routine problems including proprietary...