IT Service Analyst III

2 weeks ago

Grand Forks, United States Altru Health Full time
Location:
Altru 1300 Columbia

1300 S. Columbia Rd.

Grand Forks, ND 58201

Summary:
The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests. Provide top level IT support and technical assistance for incoming calls and tickets related to computer systems, software, hardware and the phone system. Document and manage calls in our ticketing system. Act as the primary point of contact for customer service issues and requests. Gain and acquire extensive knowledge of our diverse array of computer systems, equipment, applications, and services. Provide solutions to a wide array of day-to-day issues and requests. Take responsibility for issues or requests and ensure that proper resources are deployed and a resolution or fulfillment is provided. Work closely with staff to manage time sensitive projects and tasks. Work with the Technical Support and Application Support teams to complete projects, troubleshoot issues, and bring back extensive knowledge to our team and document into our Service Now System. Help assist with the onboarding and training of new employees.

Essential Job Functions:
  • Provides phone queue coverage. Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures. Fulfills customer requests in an effective, efficient, and acceptable fashion. Troubleshoots and resolves issues in an appropriate timeframe.
  • Demonstrates the ability to prioritize job duties and requirements in order to meet the customer's needs.
  • Documents all appropriate activities using current IT Service Management tools. Assists with appropriate knowledge creation and maintenance in current knowledge base system.
  • Participates in projects and completes tasks within scheduled time. Assists in maintaining customer accounts.
  • Develops advanced support knowledge for most systems and hardware (computers phones and printers).
  • Helps with onboarding/training of new employees.
  • Leads various projects for the team.
  • Works with Technical Support to be hands on assistance.
  • Assistance with facilitating IT projects and facility moves.
  • Performs other duties as assigned or needed to meet the needs of the department/organization.
Certifications:
  • Driver's License with Acceptable Driving Record | Driver's License - Current State Licensed | Prior to Start Date | HR Primary Sources.
Notes:

The 8-hour work day will fall within our 7am-6pm team hours Monday-Friday. Following training, the new Analyst will participate in the weekend rotation which works out to approximately 3 weekends per year.

Education:

• Preferred: Bachelors - Computer and Information Science- OR -Bachelors - Related Field

Work Experience:
• Required: A minimum of 6 years Related Experience

Physical Demands :
• Sit: Frequently (34-66%)

• Stand: Occasionally (5-33%)

• Walk: Occasionally (5-33%)

• Stoop/Bend: Occasionally (5-33%)

• Reach: Frequently (34-66%)

• Crawl: Rarely (1-4%)

• Squat/Crouch/Kneel: Occasionally (5-33%)

• Twist: Occasionally (5-33%)

• Handle/Finger/Feel: Continuously (67-100%)

• See: Continuously (67-100%)

• Hear: Continuously (67-100%)

Weight Demands:
• Lift -Floor to Waist Level: Sedentary (

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