at NorthShore University Health System in Arlington Heights, Illinois, United States
Job Description
Position Highlights:
Position: IT Service Desk Analyst II
Location: 800 W Central Road, Arlington Heights IL (NCH Hospital)
Full-Time
Hybrid: Primarily work from home except during training and other business needs like project go-lives.
Hours:
Monday & Tuesday: 9:30pm- 7am
Thursday: 12:30pm- 11pm
Sunday: 7pm- 7:30am
Summary
Front line level 1 IT support for patients using MyChart and staff using IT Resources. Basic triage and resolution or escalation of tickets and phone calls via ITSM platform and phone system.
What you will do:
Provides assistance to internal and external users regarding computer software and hardware problems via telephone, chat, and ticketing systems and manage incoming user requests.
Consults with Information System Support staff to determine if higher level support is needed and takes appropriate action to dispatch support.
Manages incoming user requests, utilizing help desk tracking software.
Provides users with professional, courteous, timely and efficient customer service support, utilizing over the phone and remote communication technologies to service the end user.
What you will need:
High School Diploma or GED.
Minimum one year of computer/information system technology experience which includes computer systems knowledge of networks, personal computer hardware/software, fax, scanners, and printers.
Knowledge of operating systems including Windows XP, 7, 8, and Windows 10.
Excellent customer service skills
Clear, concise written and verbal skills required to interact with customers via phone and document cases in case management system.
Phone support experience, preferred.
Enterprise ticketing system experience, preferred.
Experience in a technical support call center, preferred.
Knowledge of Epic or other EHR software packages, preferred.
Computer technical certification, preferred.
Benefits:
Career Pathways to Promote Professional Growth and Development
Various Medical, Dental, Pet and Vision options
Tuition Reimbursement
Free Parking
Wellness Program Savings Plan
Health Savings Account Options
Retirement Options with Company Match
Paid Time Off and Holiday Pay
Community Involvement Opportunities
Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.
When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.
Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".
Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.
Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
