Mercyhealth Service Desk Analyst, Rockton, 8a-430p, 80 Hrs/2 wks in ROCKFORD, Illinois
Experience a rewarding and fulfilling career with Mercyhealth. Mercyhealth is committed to offering our partners a best place to work. Our unique workplace Culture of Excellence is built upon:
Employee engagement, empowerment and growth
Teamwork toward our common goal – providing exceptional health care services with a passion for making lives better
An atmosphere of caring and quality that cascades throughout the organization
Rockton Ave location
Weekend/holiday call rotation
Essential Duties and Responsibilities
Providing phone and email support to end users for hardware and software failures
Assisting end users with using the Epic EMR and other enterprise applications
Responding to service requests, including password resets or system access requests
Prioritizing incidents based on end-user urgency and organizational impact
Escalation of issues within the department as needed
Ownership of incidents to ensure timely incident resolution
Management of end-user relationships to ensure user satisfaction
Accurately logging incident details and documenting resolutions
Remotely connect to end user workstations to aid in troubleshooting of issues as needed
Regularly monitoring incoming email, voicemail and other lower priority service request and failure channels
Provide documentation on new and existing applications, products and services for inclusion in the internal department Knowledge Base
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Basic hardware and application troubleshooting or repair, basic computer operation tasks as assigned, creation of documentation for end users, and end user training.
Occasional travel to other Mercy locations is required
Education and Experience
Associate's degree (A. A.) in Computer Science or related area required. Two years of directly related work experience will be considered in lieu of degree
Experience with PCs, printers, networking and Microsoft operating systems required. Strong skills troubleshooting software and hardware problems beneficial. Previous customer service or contact center experience preferred. Experience in a Health Care-related field with end user knowledge of scheduling, billing, or order entry applications helpful.
Certification and Licensure
Microsoft, A+, or similar is preferred
Passing the Driver’s License Check and/or Credit Check (for those positions requiring).
SPECIAL PHYSICAL DEMANDS
The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.