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HIT Svc Desk Analyst I

Req #:  139621
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:
Education Required:
High School Graduate.
Experience Required:
Typically requires 1 year of experience in customer service, call center, or Service Desk support.
Strong interpersonal and customer service 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 verbal communication skills and the ability to interact with a diverse client population.
Ability to use/manage a standard multiple~line telephone system.
Ability to travel to off~sites to provide Service Desk application support for AdvocateAurora facilities.
Ability to maintain confidentiality and work as a team.
Must be able to site for extended periods of time.
Must be able to perform fine hand manipulation when using a keyboard.
Position may require travel which may result in exposure to road and weather hazards.
Exposed to a normal office environment.
Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.


Purpose:
Provides initial technical support to Team Members via phone with regards to computers, servers, applications and hardware issues. Assesses the nature of the problem and resolves using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system escalating complex problems to more experienced support, when necessary.

Accountabilities:
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 problem from the end~user by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user problem in order to resolve. Escalates unresolved interactions appropriately.
Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow~up with the end user as necessary in order to 'close the problem 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).
Escalates unresolved requests to second~tier support. Keeps clients informed of the status of their request if an immediate remedy is not available.
Performs routine procedures to remedy issues or when requested.
Assists with providing technical hints and tips to proactively assist customers.
Interacts with other HIT resources and business trainers to restore service and/or correct issues. Identify Major Incidents and escalates appropriately.
Performs assigned security administration functions.
Adherence to all AAH Policy and Procedures.

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