Service Desk Analyst in Henderson, NC at Maria Parham Health

Date Posted: 8/5/2022

Job Snapshot

Job Description

Maria Parham Health

Provides first, second, and third level support to internal customers regarding application, hardware, and service/network requests.

Under the supervision of the Technical Services Manager, applies advanced understanding of computer hardware and software to resolve incidents and problems of internal users by performing the following duties; receives work orders, telephone calls or e-mails from users having issues using computer software and hardware, documents all trouble calls and requests for service, provides top level desktop and software trouble-shooting and support, applies advanced knowledge and skills to conduct thorough analysis and troubleshooting process to resolve incidents, provides a timely response to user's questions and concerns, identifies and escalates issues that are unable to be resolved by the Senior Service Desk Analyst including placing support calls to software or hardware vendors, establish standard Service Desk troubleshooting processes and procedures, provides assistance to other IT staff members when requested. Monitors daily backups, logs, network monitoring systems, nightly closing, distribution of reports as required.





Reports to: Technical Services Manager






Enters support requests into tracking system and assigns ticket number or other identification.



Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.



Diagnoses, resolves and closes customer issues according to service level guidelines. Promptly escalates issues to higher level technical support or management when necessary.



Documents and reports customer inquiries regarding new/different functionality.



Provides end-user desktop training and minor hardware/peripheral repair as appropriate.



Provides support for mobile phones, configures desktop operating systems and servers, and manages account access, password resets, and user access privileges.

Job Requirements

Minimum Education
High school diploma or equivalent
Graduation from an accredited two year college with course work in computer science or related fields.
A four year associate degree in computer science and/or A+ certification preferred.
Or, any equivalent combination of training and experience.

Required Skills
Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.

Minimum Work Experience
Six plus years’ experience supporting and trouble-shooting computer systems software and hardware within multiple operating environments. Moderate to advanced experience with personal computers and Microsoft/Windows applications in a networked environment. Knowledgeable of operating systems and commands, service desk support systems such as ServiceNow, PDQ, and advanced troubleshooting processes and procedures. Strong desire to provide outstanding customer service. Must be dependable, accurate, possess both excellent verbal and written communication skills, and be able to work independently without close supervision. Ability to follow written and verbal instructions in a fast-paced environment while performing multiple tasks.


LifePoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans’ status or any other basis protected by applicable federal, state or local law.
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LifePoint Health - (615) 920-7000

330 Seven Springs Way, Brentwood, Tennessee 37027

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