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Help Desk Analyst

3 months ago

Appleton, United States ThedaCare Full time

**Why ThedaCare?**

Living A Life Inspired

Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world.

At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility. A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you’re interested in joining a health care system that is changing the face of care and well-being in our community, we encourage you to explore a future with ThedaCare.

Benefits, with a whole-person approach to wellness
- Lifestyle Engagement
- e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support
- Access & Affordability
- e.g. mínimal or zero copays, team member cost sharing premiums, daycare

About ThedaCare

**Summary**: Schedule: Fully remote option

Monday & Tuesday - 3 - 11 PM

Friday 3 - 7 PM

Saturday 7 AM - 7 PM

Sunday 7 AM - 3 PM

The Help Desk Analyst serves as the first level of support for customers of all ThedaCare and independent practices for information technology systems by answering customer concerns regarding all supported software and hardware. Is responsible for troubleshooting basic customer requests and documenting more complex issues to escalate to second tier analyst.
**KEY ACCOUNTABILITIES: 1. Commits to and is accountable for providing quality service to internal and external customers. 2. Utilizes work queues to correct issues with various systems. Troubleshoots problems by anticipating and intervening in areas of customer needs, providing timely and accurate responses. Follows standard work related to departmental system checks and maintenance. 3. Aids with documentation and maintenance of the knowledge base to ensure usability and standardization. 4. Collaborates with multiple departments/functional areas to effectively and efficiently provide customer service and achieve the desired outcomes. Knows and understands when to expedite, escalate, and redirect issues and situations to other resources. 5. Respectfully addresses situations or decisions to ensure customer needs and concerns are met and ensures adherence to confidentiality. Demonstrates professional relationship with all team members and customers, internal and external. Responds with a sense of urgency, owns the issue, exceeds expectations, drives resolution, and performs follow up as necessary. 6. Comprehends customer’s level of knowledge related to information technology. Troubleshoots the situation at hand by asking relevant questions. 7. Communicates and educates appropriately to ensure understanding. Promotes continuous learning for the customer to assist customers in becoming self-sufficient with computer/software use. 8. Develops and supports effective team interactions through open and honest communication, receptive to feedback and mentoring. Develops and supports relationships that create an environment where individuals and team members learn and grow professionally. QUALIFICATIONS: - High school diploma or GED - Three years of experience in an information technology related job PHYSICAL DEMANDS: - Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance - Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties WORK ENVIRONMENT: - Normally works in climate controlled office environment - Frequent sitting with movement throughout office space

**Scheduled Weekly Hours**: 40
**Scheduled FTE**: 1
**Location**: Corporate - 222 Building - Appleton,Wisconsin
**Overtime Exempt**: No