SkillBridge Service Desk Analyst Intern - Pediatric Associates

PRIMARY FUNCTION

The Service Desk Analyst I is responsible for providing Tier I level application support for Practice Manager and EHR (electronic health record) while working as part of a team in a Service Desk environment. Supports basic issues such as solving usage problems and fulfilling service desk requests that need IT involvement and may escalate incidents to a higher tier.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all the duties that may be assigned.

QUALIFICATIONS

EDUCATION: High school diploma or GED

LICENSURE / CERTIFICATION: Minimum Microsoft certification of MTA required (98-365, 98-366 and 98-367).

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
• Ability to learn customer support processes and techniques.
• Strong analytical skills.
• Ability to solve problems independently.
• Able to start, shut down and restart computers, terminals, and printers.
• Basic IP networking troubleshooting.
• Able to use the major functions of Windows 10, including Control Panel, Display settings and Printer settings.
• Microsoft 365 user provisioning
• Microsoft Azure Admin knowledge
• Able to read and create technical documentation.
• Able to use ticket tracking software, remote management software and the telephone to provide technical support.
• Communicates efficiently, accurately, and professionally both verbally and in writing.
• Must be able to communicate in English both verbally and in writing.

TYPICAL WORKING CONDITIONS

• Non-Patient-facing
• May be either full time remote/telework or rotate working in the office and remote. (US based)
• Indoor work
• Operating computer
• Reach outward
• Manual dexterity
• Reach above shoulder
• Sitting

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Ability to wear Personal Protective Equipment (PPE)

PERFORMANCE REQUIREMENTS

Creates and maintains a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Uses the appropriate Service Desk application categories for logging incidents and requests.

Takes ownership of problems and follows up with the status on behalf of the user and communicate progress in a timely manner.

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

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