Service Desk Tech

The Service Desk Analyst is the first line of support for the information systems departments including: Informatics, IT, and Biomedical. They are responsible for initial review, assignment, and escalation of tickets. This role works closely with employees, departments, and vendors to schedule times for collaboration and troubleshooting sessions.

• Understand and comply with the laws and regulations governing job activities and the ethical and legal standards set forth in the Nor-Lea Compliance Program Plan and Code of Conduct.
• Completion of low complexity tickets including onboarding support scheduling and password resets. Assistance will be timely including follow up, escalation, or resolution as appropriate.
• Review, triage, and assign incoming NLHD Service Portal Tickets. Open, monitor, assign, and escalate Service Now and other vendor tickets.
• Coordination with vendors to schedule engagement and troubleshooting sessions.
• Answer incoming calls to the department for ticket inquiries and escalation.

Values
i - Innovation
"Think Forward" "Set Out-Of-The Box Goals" "Exploring new possibilities" I am the change agent that advocates for our customers. I think outside of the box to create Exceptional experiences that set us apart. I look for solutions and think of new ways to solve problems, even if it is outside of my department.

C - Compassion
"Demonstrate genuine concern" "Display a Selfless attitude" I show kindness in every interaction. I strive to build trust with our co-workers and customers. I will communicate with our co-workers and customers in a way they understand. I will make time to address our co-workers and customers' needs.

A - Accountability
"Show integrity" "Accept Ownership & Responsibility" I will demonstrate integrity by doing the right thing, being honest and having strong moral principles. When mistakes occur, I take the necessary steps to correct them, without dismissing patient concerns and follow through until resolution. I fully document actions taken to ensure continuity of care. I communicate expectations and follow up within defined time frames and provide updates as I understand them for my customers and teammates.

R - Respect
"We value diversity" "Respect is earned" I treat all people with dignity and respect, regardless of their beliefs. I do not use negative/derogatory language. I accept constructive feedback and suggestions for the greater good.

E - Empowerment
"Share Knowledge" "Take Action" I will share knowledge to empower others and encourage them to make informed decisions. I encourage others to reach their full potential. I will encourage trying new things, diverse ideas, and learning from our mistakes. I have the freedom to do what is right for our customers.

ORGANIZATION EXPECTATIONS:

Communication

The process of sending and receiving messages with words, verbally, written or in sign language.

Customer Focus

Identifying and responding to current and future patient and other customers’ needs; providing excellent service to internal and external patients and other customers.

Initiative

Identifying and dealing with issues proactively and persistently; seizing opportunities that arise.

Self-Development

Lifelong, voluntary, and self-motivated learning.

Teamwork

Effectively work and complete assignments in group settings. Works independently and cooperatively with others to achieve common goals.

Experience

Experience with databases, networks (LAN, WAN) and patch management

Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery

Familiarity with various operating systems and platforms

Resourcefulness and problem-solving aptitude

Excellent communication skills

Education

High School Diploma or equivalent required

If you are a current employee or have previously worked for Nor-Lea Hospital District, please contact the Human Resources Department at [email protected] for your correct username and password.