Service Desk Analyst

**Job Description**:
**Essential Job Functions**:

- Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and service requests
- Analyze incident and service request data to improve the quality of products and services, and increase the efficiency and effectiveness of services delivered
- Ability to communicate effectively with customers and provide meaningful resolutions to technical issues
- Learn about and support a wide range of computing technologies, such as hardware (desktops, laptops, phones, tablets, peripherals and printers, PSES), audio/visual equipment, software, RVH clinical systems, supporting software, technologies, network, storage and infrastructure.
- Accurate incident/service request documentation, tracking and follow up to resolution
- Professional work ethic, including exceptional punctuality and attendance, with the ability to meet commitments and deadlines and take ownership of problems
- Provide assistance to other Informatics and Technology Services employees as needed including large IT projects, tasks and system upgrades
- Troubleshoot hardware and connectivity issues in patient entertainment systems, including display, TVs, handset, remote, and audio/signal problems.
- Coordinate with third-party vendors or internal facilities/biomedical teams to address infrastructure-related issues (e.g., cabling, wall ports, or mounting equipment) impacting the patient entertainment systems.
- Independently sets up and configures new user workstations with mínimal instruction and supervision, accurately inventory new/existing equipment
- Follows mandatory company policies to ensure the highest levels of system and network security
- Follows up on existing incidents/service requests to ensure satisfactory and timely resolution
- Ensures Service Desk Policies and Processes are adhered to, in improving customer confidence and satisfaction, e.g. response time, documentation management, privacy and confidentiality and technical standards
- Creates and maintains technical documentation, presentation material, workflow and knowledge base articles
- Increase IT efficiency by making recommendations to current processes and policies
- Ability to coordinate, collaborate, and communicate effectively with other Information Technology employees, other departments, and business partners to ensure high service levels
- Able to provide on-call support as needed
- Able to understand and demonstrate RVH culture, mission vision and values.

**Education**:

- Community College diploma, 3 years with focus on computer science or equivalent
- Undergraduate degree in information technology, computer sciences and/or technology engineering preferred
- A+ Certification, Network+ or MSSE Certification highly desired
- ITIL certification preferred

**Experience**:

- 2-year experience in a similar role, providing IT technical support in an enterprise organization
- Help Desk experience in a Windows Environment required

**Competencies**:

- Proficiency with computer hardware and desktop software
- Proficiency with computer troubleshooting, analysis, critical thinking and problem-solving skills
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations with high clinical priority
- Ability to work with external vendors for support and service
- Knowledge of networking configurations, installation, and maintenance
- Understanding of manipulating shared folder permissions
- Experience working with Enterprise systems, Active Directory, Microsoft Exchange, Citrix and virtualized environments
- Professional and effective presentation skills
- Ability to quickly adapt to advancing technologies and procedural changes in a fast-paced environment
- Ability to work independently or in a team environment
- Attention to detail, exceptional documentation and organization skills are critical
- Familiarity commonly used concepts, practices, and procedures within the Information Technology field