Service Desk Analyst Iii-Ft-Provo

At Revere Health, we value the health of our patients above all else. Al the largest independent multi-specialty physician group in Utah, our healthcare system gives patients the best in communication, quality, coordination and innovation. Founded in 1969 in Provo, Utah, Revere Health has grown to include 29 medical specialties in over 100 locations throughout Utah, Arizona and Nevada.

As the first Accountable Care Organization (ACO) accredited by Medicare in Utah, and the only Next Generation ACO in the State, Revere Health offers a unique, patient-oriented approach to healthcare. We strive to keep medical costs as a minimum while providing the utmost in quality healthcare.

Revere Health: Your Health Above All Else

Position Summary: Service Desk Analyst III is an advanced level IT Service Desk position responsible for receiving, prioritizing, routing, troubleshooting and escalating end-user IT support request. In particular, the Service Desk Analyst III is responsible for responding to complex support requests that have been escalated by the Service Desk I, or II staff. The Service Desk III team provides an advanced level of troubleshooting and diagnostics, develops new solutions to problems, and escalates requests to the systems administrator, network engineer, application support and other IT specialist teams as needed.

Essential Job Functions:

• Receives, prioritizes, responds to and resolves or escalates support requests.
• Manages support requests and ticket queues within the Service Desk ticketing system.
• Expertly manages end user expectations throughout the support process.
• Provides support and mentoring for Service Desk I and II staff.
• Documents complex problem resolutions in the IT wiki/knowledgebase.
• Provides advanced end-user training as needed and encourages use of self-help IT resources.
• Provisions network and system access based on organizational and functional roles, IT department policy and established security best practices. 
• Provisions common IT assets, such as computers, mobile devices, printers, phones, etc. in compliance with established IT standards. 
• Maintains a consistent desktop environment across all managed computers. 
• Provides advanced on-site support leading up to and during new office go-lives.
• Updates asset management records to reflect the procurement, assignment, recovery and retirement of fixed IT assets.
• Assists with periodic IT asset inventory initiatives. 
• Assists in management of print servers. 
• Assists in administration of corporate web filter policies. 
• Assists in the training of new Service Desk staff.
• Provides advanced network connectivity and remote access support.
• Provides advanced desktop and published application support for Citrix/Terminal Services users.
• Performs preventative maintenance, including checking and cleaning of computers, printers, and peripherals. 
• Assists in managing IP phone services, including directory numbers, department call flows and voicemail. 
• Assists in requirements gathering for new software, equipment and processes.
• Develops help sheets and frequently asked questions lists for end users. 
• Recognizes recurring support request trends and recommends problem resolutions.
• Identifies opportunities for improving IT services.
• Participates in after-hours call rotation.
• Assists senior IT staff as directed.

Qualifications:

• Excellent customer service skills
• 5+ years computer service or support related work experience.
• Excellent understanding of computer hardware and software, desktop operating systems, printers, phone systems, mobile devices and networking concepts
• Expert troubleshooting and problem-solving skills
• Ability to communicate technical information to nontechnical audiences. 
• Must be a quick learner and a self-starter. 
• Ability to multitask and work with minimal supervision. 
• Experience within a healthcare setting is a strong plus.
• Knowledge of CAT5E and fiber optic cable handling and standards is a plus. 
• Experience supporting Apple products is a plus. 
• A+ certification strongly preferred. 
• Other Comptia, Microsoft or Cisco certifications are a plus.

Hours: M-F 7-4 40hr

Additional Notes:

• Frequent travel required. 
• Must have a reliable vehicle. 
• Must have a positive attitude and a passion to provide excellent service. 
• Must have flexibility to work different shifts as needed.