IT Service Analyst II

The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests. Second level IT support and provide technical assistance for incoming calls and tickets related to computer systems, software, hardware, and the phone system. Document and manage calls in our ticketing system. Acts as the primary point of contact for customer service issues and requests. Gain and acquire knowledge of our diverse array of computer systems, equipment, applications, and services. Provides solutions to a wide array of day-to-day issues and requests. Takes responsibility for issues or requests and ensures that proper resources are deployed, and a resolution or fulfillment is provided. Work closely with our upper level staff to complete time sensitive projects and tasks.

Essential Job Functions

Provides phone queue coverage. Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures. Fulfills customer requests in an effective, efficient, and acceptable fashion. Troubleshoots and resolves issues in an appropriate timeframe.

Documents all appropriate activities using current IT Service Management tools. Assists with appropriate knowledge creation and maintenance in current knowledge base system.

Develops basic support knowledge for most systems and hardware (computers phones and printers).

Demonstrates the ability to prioritize job duties and requirements in order to meet the customer's needs.

Participates in projects and completes tasks within scheduled time. Assists in maintaining customer accounts.

Works with Technical Support to be hands on assistance.

Assistance with facilitating IT projects and facility moves.

Performs other duties as assigned or needed to meet the needs of the department/organization.

• Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.

• Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.

• Demonstrates knowledge and understanding of and compliance with:

• All pertinent safety, health and environmental policies, procedures and guidelines.

• Working safely, without causing harm or risk to self, others or property.

• The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.

• The use of all safety equipment and personal protective equipmen

Education & Experience

Degree/Diploma Program of Study Required/Preferred

Associate's Computer Science

Experience

A minimum of 2 years of related experience Required

Or An equivalent combination of education and experience Required