Work in Illinois Manufacturing Jobs

Job Information

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

Department/Skill highlights

  • 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).


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.