IT Service Center Analyst II Full Time
Valley View Hospital - Glenwood Springs, CO

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Answers, evaluates, prioritizes incoming incidents from users experiencing intermediate issues with hardware or software; asks intermediate questions to determine source of error; uses documentation and scripts to attempt resolution of intermediate issues; routes unresolved intermediate issues to appropriate team for further investigation and resolution; logs and tracks calls using issue management system and maintains history records and related issue documentation; processes intermediate IT service requests from users for new equipment, software, or information and refers request to appropriate team for fulfillment; prepares standard statistical reports; analyzes and evaluates incident reports and makes intermediate recommendations to reduce incident rate; suggests intermediate edits to user training manuals and procedures; performs follow up with customers to ensure issue has been resolved; communicates system outage information to user community; maintains intermediate level of calm and has professional interactions with customers; participates in on-call rotation; mentors junior staff; performs other duties as assigned.

Required: End User hardware knowledge, business productivity software, comprehensive documentation ability, handling difficult customers, logical and critical thinking, problem solving skills, ability to coordinate methods, techniques and evaluation of criteria across organizational silos in order to obtain optimal results, exceptional oral and written skills and presentation abilities. Education: Healthcare business process/operational knowledge/acumen, customer service skills, call center skills, ITIL exposure, Associate’s degree or equivalent.

Valley View Hospital - 14 months ago - save job
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