Service Desk Analyst

Cost Center
921 Information Systems

Scheduled Weekly Hours
40

Work Shift
First Shift (United States of America)

Shift & Status
Who Are We?
We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day.

Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers.

We are passionate about serving and are honored to be a part of this incredible work.

What Will you Do?
As a Service Desk Analyst at Pine Rest, you'll be part of tight-knit team that believes in the healing power of your expertise and compassion. You'll serve as the front line for support of IT systems and services for Pine Rest employees. Service Desk Analysts provide exceptional customer service and technical assistance to ensure smooth day-to-day computer-based operations for staff. This includes receiving, prioritizing, documenting, and actively working to resolve incidents, and escalating when necessary. The Service Desk Analyst acts as the face and voice of the Information Systems department, providing individual hands-on help at the desktop level when needed. They are dedicated to excellent customer service, enthusiastic about the care we offer, and foster a sense of belonging and empowerment in a diverse workplace.

Principal Duties And Responsibilities

• Customer Support: Serve as the first point of contact for employees seeking IT assistance, ensuring timely and professional responses to technical inquiries.
• Issue Resolution: Troubleshoot and resolve hardware, software, and network issues via phone, email submission (via ticket system), remote access, and in-person support. Escalate complex problems to higher-level IT staff when necessary.
• Ticket Management: Log, prioritize, and track service requests and incidents in IT Service Management system. Follow up to ensure resolution and satisfaction. Ensure all incidents and requests are adequately and accurately documented and all troubleshooting steps recorded in tickets.
• System Maintenance: Assist with setup, configuration, and maintenance of computers, peripherals, and software applications.
• Training and Documentation: Provide limited training to end users on common software and system functionalities. Be familiar with customer-facing documentation and troubleshooting procedures to provide to end users.
• Proactive Monitoring: Assist in identifying recurring issues and suggest improvements to reduce technical disruptions.
• Compliance and Security: Adhere to Pine Rest policies, maintaining the confidentiality and security of sensitive information.

What Does the Role Require?
Education/Experience

• Associate's degree in Information Technology, Computer Science, or a related field; or equivalent work experience in customers service support role.
• 1-2 years in technical support, help desk, or service desk role; or equivalent experience with desktop and application support.
• Certifications such as CompTIA, ITIL Foundation, or HDI preferred.

Benefits

• Medical, dental, vision & life insurance plans
• 403(b) retirement match contribution by Pine Rest
• Generous PTO for full and part time employees
• Tuition assistance & loan forgiveness
• Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.
• Partnership with Davenport University provides generous discount on tuition for employees and family members.

Notice
Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts.

NOTICE: Successful completion of a drug screen prior to employment is also part of our background process.