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Service Desk Analyst

Chicago, IL

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Service Desk Analyst
Job Descriptions:
The person selected for this role will provide quality support to the customers of the Service Desk with a high level of customer service and technical proficiency with timely execution. This is a Southside Float position for CHICAGO, LOMBARD, and MOKENA.
The primary role of the Service Desk Analyst role is to troubleshoot, diagnose and resolve problems related to operating systems, hardware, software, and mobile devices. Provide prompt response to customers for defined problems; escalating Service Desk requests as necessary to higher level staff and document incidents and resolutions. This role will also document problems, conversations, and solutions to create a log and knowledge base that can be referenced by other technicians and for training purposes. This role will also be involved with setting up customer equipment, ex. computers, desk phones, and mobile devices.
This role will act as a backup and escalation point to the Service Desk; the ideal candidate must be effective in interpersonal communication and problem solving - using a high degree of patience and problem management techniques.
Control and administer hardware and operating software configurations
Assist in the day-to-day operation of computer support, training/new-hire training, and special projects
Monitor devices for proper operation and performance, and diagnose hardware and software failures
Configure, install, desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals
Apply vendor provided maintenance to devices
Detect, diagnose, isolate and correct device operational failures
Support Incident and Problem Management activities with device expertise and troubleshooting
Maintain awareness of new technologies that might enhance device operation, capacity and performance
Researching, resolving, and responding to questions received via telephone calls, service requests, in-person and callbacks in a timely manner, in accordance with Service Level Agreements
Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels
Responsible for maintaining asset management
Support desktop maintenance, including inventory and software distribution, security maintenance including virus updates, fax/efax
Responsible for Printer and toner inventory control
Contributing and consulting the knowledge base to improve problem resolution.
Enter solution data into Service Desk system.
Escalating problems to appropriate staff resources based on established guidelines and procedures
Making, adding, deleting, and modifying changes to Service Desk application tool
Acquiring and maintaining current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
Attending training sessions and possibly assisting in training workshops
Assisting in special product-related issues as needed
Work off-hours on an on-call basis to resolve IT emergencies to maintain 24/7/365 availability as part of IT emergency call tree
Provide support during updates/upgrades, emergencies, disasters and follow assigned tasks
Troubleshooting of Virtual Desktop environment
Troubleshooting of the organizations phone systems and call center
Active Directory and Exchange mailbox account creations, deletions, modifications, and auditing
Troubleshoot SharePoint permissions and e-forms
Required Experience:
A completed or in-process Bachelor's degree in Computer Science, Engineering, or related discipline, or equivalent work experience and technical training, is required
Access to a reliable car, current driver’s license and liability auto insurance
3-5 years of experience in computer systems or IT support
Understanding of Windows 7/8, Microsoft Office 2010/2013/365, iOS and Android devices, and Printers
Advanced understanding of Microsoft Office product suite
Excellent customer service and interpersonal skills; telephone and email etiquette
Flexible Schedule
Ability to use customer service standards to help others interpret policy
Thorough understanding of trouble ticket process
Excellent organizational skills
Strong oral and written communication skills (technical and non-technical)
Demonstrated problem-solving skills
Broad range of application, network, desktop, and mobile device knowledge is highly desirable
Ability to adapt to change quickly
Excellent written communication skills including technical writing abilities
**MEMBERS ONLY**SIGN UP NOW***. is the combined organization of Horizon Hospice & Palliative Care, **MEMBERS ONLY**SIGN UP NOW***., and Midwest Palliative & Hospice CareCenter. The three organizations came together in 2015 to provide greater services to more patients and families across 10 counties in the Chicago area and northern Illinois. We offer more than 100 years of combined expertise, providing palliative, supportive and end-of-life care and helping people facing serious illness live life to the fullest, with dignity and without pain, on their own terms.
**MEMBERS ONLY**SIGN UP NOW***. is growing and seeking world-class, compassionate professionals who are highly skilled, possess superior interpersonal skills and make a commitment to our culture of excellence. Join our team of Physicians, Nurse Practitioners, Registered Nurses, Social Workers, Chaplains and C.N.A.’s , along with more than 1,300 volunteers, who continue to be a trusted resource for care and support in the communities we serve.
Our services include:
Adult hospice and palliative care
Pediatric hospice and palliative care
Five Hospice CareCenters, located in Arlington Heights, Barrington, Chicago, Glenview and Woodstock, for those who require short term, around-the-clock medical oversight
Integrative therapies that include pet therapy, music therapy and music-thanatology, aromatherapy, art, massage and compassionate touch
A comprehensive grief support program
Jewish Care Services
We Honor Veterans Program
A broad range of volunteer opportunities
Your Life . . .
Working for **MEMBERS ONLY**SIGN UP NOW***. is more than a career choice. Many of our employees will tell you it’s a calling that changed their lives.
**MEMBERS ONLY**SIGN UP NOW***. has cared for generations of patients and families facing serious and life-limiting illnesses, providing comfort, peace and well-being.
We are committed to be the employer of choice by offering:
Competitive compensation
A comprehensive benefit package
Continuing education and generous tuition reimbursement
A supportive, collaborative and fun work environment
Your Path . . .
Our Care Teams are committed to making each day the best it can be for our patients and families while enriching the lives of those we serve.
Join our Journey!
For more information apply online at ****and explore career opportunities with us.
Keyword: information systems, network, software,
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