Share this Job

HIT Svc Desk Analyst I

Req #:  126813
Facility:  Support Centers
Department:  Information Systems
City:  Oak Brook
Posting Budget Status:  Day
Shift Type:  Full Time - Permanent
Posting FTE:  1

Advocate Health Care, the largest health system in Illinois and one of the largest health care providers in the Midwest. Our Corporate Support & Operations Services are equally committed to advancing Advocate's goal of building lifelong relationships with patients by delivering the best health outcomes and highest level of service through an integrated approach to care and wellness.

HIT SVC DESK ANALYST - I

Site:- Advocate Support Center – Kensington, Oak Brook , IL

Status: Fulltime

Advocate Aurora Health is the 10th largest not-for-profit, integrated health system in the United States and a leading employer in the Midwest with more than 70,000 employees and the region’s largest employed medical staff and home health organization. A national leader in clinical innovation, health outcomes, consumer experience and value-based care, the system serves nearly 3 million patients annually in Illinois and Wisconsin across more than 500 sites of care. Advocate Aurora is engaged in hundreds of clinical trials and research studies, and is nationally recognized for its expertise in cardiology, neurosciences, oncology and pediatrics. The organization contributed $2 billion in charitable care and services to its communities in 2016.

Aurora Careers for Wisconsin jobs and Advocate Careers for Illinois jobs.

 

OUR PURPOSE: 

We Help People Live Well

OUR VALUES:

  • Excellence: We are a top performing health system in all that we do and continually find new and better ways to improve.
  • Compassion: We unselfishly care for others.
  • Respect: We treat people in a way that value their unique needs and preferences.

 

Position Requirements:
Associates Degree (may include successful completion of Help Desk Internship program) or 2 ~ 3 years of IT/desktop support experience in a PC/LAN operating environment.

Previous customer service and contact center support experience preferred.

Demonstrates written and verbal communication skills, technical, analytical, problem solving skills.

Ability to type accurately at 35 WPM or higher preferred. Must be good team player, and have a highly developed customer service orientation.

The position requires strong critical thinking skills, excellent phone etiquette, and experience dealing with difficult clients.

Experience with personal computers, printers, network hardware, Microsoft Office, electronic mail and Windows.

Experience with utilization of the Internet, Intranets, remote access issues and principles of network operating systems. None 24/7 accessibility is required.
On~call support rotation is required.
Non~traditional work scheduling is likely.
Significant scheduling flexibility required to ensure department coverage and goal attainment.
Occasional travel to Advocate Sites required.
Heavy/repetitive computer keyboard and monitor use.
Heavy telephone/headset use.
Limited flexibility to leave the department in the average work day.

Purpose:
Provide courteous, effective IT support, 24/7/365, to a client base of approximately 40,000 Advocate Health Care (AHC) technology users at all Advocate facilities as well as remote clients, vendors and to a limited extent, other IS staff.

Accountabilities:
TECHNOLOGY AND SERVICE SUPPORT ~ Maintains proficiency with all supported applications, department processes and procedures so as to handle calls in the most efficient manner allowing attainment of personal productivity goals as measured by calls handled per hour (CPH).
CLIENT MANAGEMENT ~ Establishes and maintains positive client relationships, follows defined call handling techniques and ensures client satisfaction/survey goals are met.
Maintains an awareness of defined responses as well as aggressively seeks opportunities to define resolutions to undocumented problems in order to provide effective client problem resolution services and meet personal First Call Resolution (FCR) goals.
Adheres to policies and procedures, ensuring schedule adherence objectives are met.

About Advocate Health Care

 

Advocate Health Care, named among the nation’s Top 5 large health systems based on quality by Truven Analytics, is the largest health system in Illinois and one of the largest health care providers in the Midwest. Advocate operates more than 250 sites of care, including 12 hospitals that encompass 11 acute care hospitals, the state’s largest integrated children’s network, the state’s largest emergency and Level I trauma network, one of the area’s largest home health care companies, and the region’s largest medical group. Advocate Health Care has 4 teaching hospitals and is a not-for-profit, mission-based health system affiliated with the Evangelical Lutheran Church in America and the United Church of Christ.


Nearest Major Market: Chicago