at Carle in Urbana, Illinois, United States
Job Description
IT Svc Dsk Ana 1
+ Department: IT – Customer Support Ctr
+ Entity: Champaign-Urbana Service Area
+ Job Category: Information Tech
+ Employment Type: Full – Time
+ Job ID: 44219
+ Experience Required: 1 – 3 Years
+ Education Required: HS Diploma/GED
+ Shift: Day
+ Location: Urbana, IL
+ Usual Schedule: M – F 8AM – 5 PM
+ On Call Requirements: Y
+ Work Location: Carle Urbana Support Services
+ Weekend Requirements: N
+ Holiday Requirements: N
Email a Friend Save Save Apply Now Position Summary: The Service Desk Analyst 1 is responsible for providing technical assistance / support for desktops, laptops, virtual desktops, network connectivity, business applications, clinical applications VOIP telephone systems and any other peripherals from customer phone calls, email, walk-ins, and customer service portal. Responsible for providing on-site support for all facets listed and are expected to diagnose, research and isolate the problem, as well as maintaining a business relationship with internal customers. Must be able to communicate in a clear and professional manner both verbally and in writing to ensure understanding by the customer. Understands business workflows in assigned areas and consults with customers on Service Requests. Makes sound technical decisions that meets both enterprise and customer expectations for implementation of solutions. Responsible for the deployment/installation of new computer desktop equipment, upgrading and rebuilding of existing equipment, movement of equipment as assigned, and accurately updating inventory database for asset management. Facilitates large scale moves and deployments to ensure a seamless transition to new location. Escalates issues to support specialists after exhausting all other resources. Required to organize and prioritize a queue of second level issues or Service Requests to ensure that service level agreements are met and patient care is minimally impacted. Qualifications: EDUCATIONAL REQUIREMENTS Associate’s Degree in Related Field or Experience in Lieu of Education – One (1) year experience in providing desktop computer support CERTIFICATION & LICENSURE REQUIREMENTS Driver’s License EXPERIENCE REQUIREMENTS One (1) Computers/Information Technology – PC Specialist or Associate’s degree in computer field. SKILLS AND KNOWLEDGE Effective verbal and written communications skills. Good time management skills. Ability to work on and complete assigned tasks calling on other team members as needed. Ability to function effectively and efficiently in high stress/emergency situations. Essential Functions:+ Acts as first responder to provide technical assistance and support for all reported Information Technology issues.
+ Log all calls and activities accurately into the Service Desk application, including updates and status changes while abiding by ITIL Incident Management outlined framework.
+ Maintains detailed documentation of incidents and troubleshooting steps, as well as ensuring accuracy of asset management database.
+ Triage problem by performing analytical analysis to troubleshoot, escalate, or resolve reported issues.
+ Proactively recognize symptoms of systems outages and trends through reported issues and communicates throughout the organization.
+ Maintains composure in high stress situations while de-escalating excited or frustrated customers.
+ Provides second level onsite set up and support to end users for laptops, desktops, label printers, peripherals, and any other hardware or software
+ Acquires Dell Self Maintainer certification allowing staff to perform warranty repairs on hard drives, system boards, processors in Dell equipment.
+ Understands network infrastructure and able to use network analytical tools such as Cisco Prime, ISE Management console, and Fluke meters for troubleshooting.
+ Uses Active Directory and Lepide for network account issues and computer access issues.
+ Trains Work From Home users on configuration and set up and provides support using Cisco Meraki Dashboard.
+ Assists in set up and supports Imprivata two factor authentication for employees to utilize occasional access from outside the network.
+ Provisions and configures all company computing devices utilizing SCCM, Dell Management Console, and HPDM ensuring they meet Carle standards
+ Understands and enforces security and compliance policies ensuring that PHI and PII is protected.
+ Consults with assigned departments and understands their departmental workflows to advise on sound technological solutions.
+ Gathers business requirements and use case information for consideration to IT Assessment Team for new applications and technology.
+ Collaborates with Project Management and Facilities teams to ensure a successful move for departments to new locations.
+ Adheres to all Carle Behavior Standards.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee’s Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.
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