Shift: tbd

Clinical Service Desk Analyst

The primary purpose of this role is to provide service desk support to client users and any other duties as needed.

Responsibilities:

• Acts as initial point of contact for user support calls to the IT Service Desk such that all calls are logged correctly and promptly allocated appropriately within the IT team.
• Provides first-line technical support when handling calls, in order to provide time-of-call resolution to calls whenever possible.
• Provides an ad-hoc service to users of all computer systems, troubleshooting and resolving systems problems
• Carries out a prescribed program of system performance monitoring, measurement, management, and capacity planning for computer systems, to support a pro-active approach to meeting changing system demands.
• Assist in the maintenance of the Service Desk Knowledge Base.

Qualifications:

Academic and Professional Qualifications:

•  BA or BS degree preferred or other relevant combination of training and experience.

Experience:

•  2- 4 years moderate experience in providing service desk support preferred
• 2 years clinical application experience
• Troubleshooting experience
• Customer service experience
• Knowledge of clinical or healthcare applications

Travel Requirements:

•  May require local travel
•  May require other travel for business needs

Working Arrangements:

• May be required to work off hour shifts or be assigned to an on-call rotation.
• 24/7 Support
• Work is performed in a standard office environment with minimal exposure to health or safety hazards