Service Desk Specialist II - Sutter Health
Sacramento, CA
About the Job
Organization:
SHSO-Sutter Health System Office-Valley
Position Overview:
Provides first-level response to clients via phone, portal, and other modes of incoming contacts to provide resolution of technical problems and information technology issues for desktop, laptop, or network services for personnel using remote network access and ensures proper and speedy collection of data sets regarding required information. Provides the timely resolution of issues/problems or escalates the issue on behalf of the client to appropriate technical support personnel. Addresses a full range of client needs around Information Services (IS) applications and technology. Support Service Desk Service Level Agreements (SLAs) and Service Management Access Specialist functions.
Job Description :
_These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development)._
JOB ACCOUNTABILITIES:
Performance Management:
• Provide professional service, application, and technical support to clients with an emphasis on quality customer service.
• Support incident analysis and resolution for all in-bound entry points.
• Log client calls into incident management tracking system using clear and concise language.
• Utilize Service Desk documentation and tools in order to resolve issues/service problems.
Improvement Coordination:
• Support and promote system standardization, utilization, and best practices.
• Utilize approved tools, resources, and peer support to obtain department objectives.
• Participate in Service Desk improvements process initiatives.
• Provide novel or new investigation and analysis as well as the creation and documentation of resolutions used by Service Desk team members and partners.
Relationship Management:
• Provide progress of incidents and recommend solutions that cannot be resolved at the initial point of contact.
• Communicate with client regarding incidents or scheduled downtime that may affect system performance.
• Partner with educational experts to assist with the design and development of base education/training materials to support clients.
• Work with Sutter Health subject matter experts and service resources in managing of application incidents and requests.
• Provide input on training requirements, Service Desk readiness plans, and knowledge articles.
Development:
• Participates in required training for technical, departmental, organizational and interpersonal skills
• Stays current on Sutter Health and training materials to maintain an advanced skill set
EDUCATION:
HS Diploma: High School Diploma or General Education (GED)
TYPICAL EXPERIENCE:
1 year of recent relevant experience.
SKILLS AND KNOWLEDGE:
Ability to establish and maintain cooperative working relationships with audiences across all areas and levels within Sutter Health as well as external organizations.
Ability to analyze information, problems, situations, practices, or procedures in order to identify patterns, tendencies, and relationships resulting in the formulation of logical and objective conclusions.
Ability to speak clearly and distinctly using appropriate vocabulary and grammar to obtain information and explain technical information.
Ability to perform effectively in environments with frequent and fluctuating workload changes, competing demands, and frequent interruptions and/or distractions.
Ability to set priorities which accurately reflect the relative importance of job responsibilities and prioritize assignments to complete work in a timely manner.
Ability to work independently and follow through on assignments with minimal direction.
Ability to establish and maintain cooperative working relationships with audiences across all areas and levels within Sutter Health as well as external organizations.
Ability to Type 45+ Words per Minute (WPM)
PHYSICAL ACTIVITIES AND REQUIREMENTS:
See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements (https://sutterhealth.sharepoint.com/:b:/s/JobAnalysisLibrary/ERB-IcsfFyhBhpp4HJcgNqEBFRddckIt9zQxcajIATM7iA?e=xcUfQf)
Job Shift:
Varied
Schedule:
Full Time
Shift Hours:
8
Days of the Week:
Variable
Weekend Requirements:
Rotating Weekends
Benefits:
Yes
Unions:
No
Position Status:
Non-Exempt
Weekly Hours:
40
Employee Status:
Regular
Number of Openings:
1
Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.
Pay Range is $33.26 to $49.89 / hour
_The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package._
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.
SHSO-Sutter Health System Office-Valley
Position Overview:
Provides first-level response to clients via phone, portal, and other modes of incoming contacts to provide resolution of technical problems and information technology issues for desktop, laptop, or network services for personnel using remote network access and ensures proper and speedy collection of data sets regarding required information. Provides the timely resolution of issues/problems or escalates the issue on behalf of the client to appropriate technical support personnel. Addresses a full range of client needs around Information Services (IS) applications and technology. Support Service Desk Service Level Agreements (SLAs) and Service Management Access Specialist functions.
Job Description :
_These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development)._
JOB ACCOUNTABILITIES:
Performance Management:
• Provide professional service, application, and technical support to clients with an emphasis on quality customer service.
• Support incident analysis and resolution for all in-bound entry points.
• Log client calls into incident management tracking system using clear and concise language.
• Utilize Service Desk documentation and tools in order to resolve issues/service problems.
Improvement Coordination:
• Support and promote system standardization, utilization, and best practices.
• Utilize approved tools, resources, and peer support to obtain department objectives.
• Participate in Service Desk improvements process initiatives.
• Provide novel or new investigation and analysis as well as the creation and documentation of resolutions used by Service Desk team members and partners.
Relationship Management:
• Provide progress of incidents and recommend solutions that cannot be resolved at the initial point of contact.
• Communicate with client regarding incidents or scheduled downtime that may affect system performance.
• Partner with educational experts to assist with the design and development of base education/training materials to support clients.
• Work with Sutter Health subject matter experts and service resources in managing of application incidents and requests.
• Provide input on training requirements, Service Desk readiness plans, and knowledge articles.
Development:
• Participates in required training for technical, departmental, organizational and interpersonal skills
• Stays current on Sutter Health and training materials to maintain an advanced skill set
EDUCATION:
HS Diploma: High School Diploma or General Education (GED)
TYPICAL EXPERIENCE:
1 year of recent relevant experience.
SKILLS AND KNOWLEDGE:
Ability to establish and maintain cooperative working relationships with audiences across all areas and levels within Sutter Health as well as external organizations.
Ability to analyze information, problems, situations, practices, or procedures in order to identify patterns, tendencies, and relationships resulting in the formulation of logical and objective conclusions.
Ability to speak clearly and distinctly using appropriate vocabulary and grammar to obtain information and explain technical information.
Ability to perform effectively in environments with frequent and fluctuating workload changes, competing demands, and frequent interruptions and/or distractions.
Ability to set priorities which accurately reflect the relative importance of job responsibilities and prioritize assignments to complete work in a timely manner.
Ability to work independently and follow through on assignments with minimal direction.
Ability to establish and maintain cooperative working relationships with audiences across all areas and levels within Sutter Health as well as external organizations.
Ability to Type 45+ Words per Minute (WPM)
PHYSICAL ACTIVITIES AND REQUIREMENTS:
See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements (https://sutterhealth.sharepoint.com/:b:/s/JobAnalysisLibrary/ERB-IcsfFyhBhpp4HJcgNqEBFRddckIt9zQxcajIATM7iA?e=xcUfQf)
Job Shift:
Varied
Schedule:
Full Time
Shift Hours:
8
Days of the Week:
Variable
Weekend Requirements:
Rotating Weekends
Benefits:
Yes
Unions:
No
Position Status:
Non-Exempt
Weekly Hours:
40
Employee Status:
Regular
Number of Openings:
1
Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.
Pay Range is $33.26 to $49.89 / hour
_The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package._
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.
Source : Sutter Health