Service Desk Analyst II - Emory Healthcare

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 
• Student Loan Repayment Assistance & Reimbursement Programs 
• Family-focused benefits  
• Wellness incentives 
• Ongoing mentorship, development, and leadership programs  
• And more  

Work Location: Atlanta, GA (Selected candidate(s) required to report onsite as scheduled and necessary.)

Additional Details: Ideal candidate should have demonstrated success in a high volume technical support role; candidates must be flexible to be scheduled between the hours of 9am-11pm, including weekends and holidays. Experience with both Mac and Office preferred.

• Under general supervision, provides customer support for IT related issues reported via the phone, email, voicemail and customer submitted incidents
• Communicate courteously and effectively to ensure customer and service level standards are successfully met
• Anticipates and proactively responds to customer needs, making sure reported issues are documented in detail and resolved or properly assigned
• Has thorough knowledge of Incident Management System, accurately and thoroughly documents issues and resolutions
• Uses predefined processes, tools, knowledge entries and templates to resolve customer issues at initial contact
• Monitors assigned tickets in queue daily, follows-up with customer, clarifies incident details, enters troubleshooting steps and progress documentation, and reassigns and/or resolves as appropriate
• Recommends ideas for new Incident templates to expedite incident detail and assignments
• Follows established procedures to comply with HIPPA guidelines for PHI data
• Actively participates in Knowledge Centered Support process to ensure that customers receive complete, concise and standard information and resolutions
• Contributes to the creation, modification and publishing of new Knowledge entries
• Has in-depth knowledge of the services provided and ensures a positive and satisfactory customer experience
• Demonstrates a commitment to customer satisfaction by following up on high priority incidents, ensuring that the issues are being properly addressed
• Functions as a Customer Advocate by following up on status requests with Resolver Groups and providing follow-up directly to the Customer
• Proactively reviews open incidents to ensure that the customers issues are resolved in a timely manner
• Functions as Liaison between the Information Services department and the customer
• Provides face to face support and resolution for minor computer-related problems, first level WOW Cart support, communication, documentation and customer training

MINIMUM QUALIFICATIONS:

• Associate's degrees in computer science and one year experience in a direct user support help desk environment including the use of Microsoft Office Suite, OR two years experience in computer support operations without a degree
• A+ Certification, or Support Center Analyst Certification, or IS related Certification preferred

JOIN OUR TEAM TODAY! Emory Healthcare (EHC), part of Emory University (EUV), is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet® designated ambulatory practice. We are made up of 11 hospitals-4 Magnet® designated, the Emory Clinic, and more than 425 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 3,450 physicians concentrating in 70 different subspecialties. 

Supporting a diverse, equitable and inclusive culture.  Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members.  Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. 

ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion.”  

PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks. 
 
ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.