[Remote] HIT Service Desk Analyst I

Note: The job is a remote job and is open to candidates in USA. Advocate Health is the third-largest nonprofit, integrated health system in the United States, focused on clinical innovation and value-based care. They are seeking a HIT Service Desk Analyst I to provide exceptional customer service, troubleshoot issues related to software and hardware, and ensure effective communication with customers while maintaining service desk performance standards.

Responsibilities

• Always provides exceptional customer service.  This includes treating everyone with respect and dignity.  Demonstrates patience and positivity when working with others in alignment with organizational values
• Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications
• Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve. Escalates unresolved interactions appropriately
• Documents all relevant customer interaction information thoroughly in the service management system
• Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to “close” the ticket and maintain a successful call closure rate
• Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI)
• Performs routine procedures to remedy issues or when requested
• Escalates unresolved issues to second-tier support. Keeps customers informed of the status of their request if an immediate remedy is not available
• Assists with providing technical hints and tips to proactively assist customers
• Adherence to all Advocate Health Policy and Procedures

Skills

• High School Graduate or equivalent
• Typically requires 1 year of experience in customer service, call center, or Service Desk support
• Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system
• Strong technical aptitude with the ability to learn quickly and support software applications
• Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology
• Ability to manage multiple priorities in a dynamic work environment
• Analytical and problem-solving skills
• Strong written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level
• Ability to use/manage a standard multiple-line telephone system
• Ability to maintain confidentiality and work as a team
• Ability to determine issues that may have an adverse business impact if not properly escalated
• Must be able to sit for extended periods of time
• Must be able to perform fine hand manipulation when using a keyboard
• Position may require occasional travel which may result in exposure to road and weather hazards
• Ability to independently work in a remote work environment free from distractions
• Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Company Overview