Part-Time It Service Desk Analyst (Weekends)

Job Description Summary

South Shore Hospital, Southeastern Massachusetts's leading provider of emergency, acute, and outpatient care, is seeking an experienced IT Service Desk Analyst to join our IT team. Reporting to the IT Service Desk Supervisor, the successful candidate will provide customer service and technical support to users throughout the health system. This primarily remote position is part-time weekends, with scheduled shifts for Saturdays and Sundays from 9:00am to 5:30pm. Availability to fill in for other shifts throughout the week as needed is a plus.

Job Description

Responsibilities

• Deliver excellent customer service to customers for basic end user related hardware, software, and desktop-related issues
• Provide initial assessment, triage, research, and escalation/resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components
• Receive, prioritize, and respond to incoming service requests, calls, and/or emails regarding any and all IT-related incidents or problems according to customer service standards and SLAs
• Document all incidents and requests using the appropriate IT services and categories
• Configuration and resetting the network access accounts whenever required
• Escalate Service Desk tickets following established protocols to a Senior Service Desk Analyst when appropriate

Qualifications

• BS in Computer Science, Information Technology, or related field preferred
• 1+ years of professional IT support experience required
• Ability to work in a fast-paced, high volume environment
• Availability to work weekends is required. Ability to fill in for other shifts throughout the week is a plus
• Excellent written, verbal, and interpersonal communication skills
• Proficiency in Microsoft Office including Word, Excel, and Power Point required