Service Desk Analyst

Aunt Martha’s Health and Wellness boldly commits to supporting the well-being of our communities, ensuring equity in access and delivering exceptional care inspired by a culture of innovation. We are taking a responsible approach to creating environments that allow us to do what we do best—provide healthcare and wellness. As a part of our commitment to health and safety, COVID-19 vaccines are required for all employees, as well as all newly hired employees. We require documentation upon hire.

Summary:

The purpose of this position is to provide IT support to all Aunt Martha's staff.

Responsibilities:

• Provides excellent customer service in one-on-one end-user problem resolution situations over the phone and in-person.
• Takes part in Aunt Martha’s new hire trainings, instructing new users on IT policies and access management.
• Assists with the creation of the IT Service Catalog.
• Assists with configuration and monitoring of the Intune MDM platform.
• Manages IT-portion of the employee onboarding process. (Account/Mailbox configuration, phone setup, etc.)
• Provides efficient execution in the configuration, implementation and asset documentation of end-user IT hardware.
• Identifies, analyzes and resolves basic incidents regarding PCs (software and hardware), Internet connectivity and phones (voice).
• Coordinates timely repair of PC and phone equipment covered by 3rd party vendor maintenance agreements.
• Assists with Service Desk related on-site clinic needs and projects
• Works with escalated issues involving ticketing software and resolving issues within set SLO/SLA timeframes.
• Responsible for timely resolution of issues and meeting service level objectives.
• Participates in the rotating after-hours on-call schedule to meet the organizations 24/7 support requirement.

Required Qualifications:

• Significant experience with Microsoft Office suite of products.
• Experience with Office 365 products/environment.
• Excellent organizational skills with the ability to multi-task
• Communicates effectively (written and orally) with users, staff, management and external vendors.
• Familiarity with modern desktop or server operating systems, various software applications, and PC hardware.
• Understanding of mobile device configuration and support. (iOS and Android)
• Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled.
• Ability to reset passwords in an Active Directory environment and add PCs to Active Directory.
• Ability to manage own time effectively and to be prompt and punctual
• Basic PC/laptop/mobile device troubleshooting skills.
• Two-Year Associate or BA/BS degree required or equivalent skills/certifications.
• Individual should be capable of lifting 50 lbs.

The following would be considered a plus:

• A+ technology certificate or equivalent experience.
• Experience working with vendors to procure new equipment and resolve billing issues.
• Experience with an IT related ticketing system.
• Previous experience within an organization providing health care.

Working Conditions:

• Office environment. May require occasional travel to alternate locations.
• Hybrid Work-from-home options.

Aunt Martha’s is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.