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Is Help Desk Analyst

4 months ago

Newtown Square, United States Trinity Health Full time

**Employment Type**:
Full time

**Shift**:
**Description**:
**At least 2 days per week on-site required.**

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.
- 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.
- 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.
- 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.