• Service Desk Analyst - Intermediate

    Requisition Post Information* : Posted Date 2 months ago(8/10/2018 6:21 PM)
    Job ID
    Benefits Eligible
    Full-Time Regular
    CBA Code
  • Job Description

    Bring Your Passion to the Forefront:

    Service Desk Analyst- Intermediate (No Sponsorship or relocation Available)


    *Hours:  Fri. – thru Tues. 10:00 pm to 6:30 am. – off Wed. and Thurs. * 


    Join one of the nation’s most comprehensive academic medical centers, University of Chicago Medicine. The Information Systems Department is looking for a Service Desk Analyst – Intermediate to provide technical support.

    Job Summary 

    In this role and uunder general supervision, the Service Desk Analyst- Intermediate acts as the first point of contact for technical support requests from users throughout the Medical Center and Biological Sciences Division (BSD). Support requests arrive via telephone, email and other channels. Provides support in resolving issues related to all Medical Center and BSD information systems and PC/server hardware and software.


    Essential Job Functions and Responsibilities

    • Answers incoming calls, emails, etc. and provides technical support for basic to moderately complex issues, escalating calls when necessary
    • Assists with follow-up and resolution of escalated requests when possible and provides backup support for first level Analysts
    • Documents all call and incident information using the Service Desk tracking system to ensure timely and accurate resolution
    • Follows all UCMC & BSD guidelines related to IT access, including identity verification, access authorization and service level agreements
    • Processes computer system access requests; issues and resets passwords; creates, modifies and deletes user accounts; etc.
    • Notifies second and third level support of networking or system outages as they occur via telephone and/or pager to ensure timely service restoration
    • Maintains working knowledge of all supported hardware, software and office automation products used by the customers
    • Assists with cross-training new and less-experienced team members as necessary

     You'll thrive in this position if you:

    • Promote Innovation – you combine ideas in a unique way or make connections between ideas that may appear to be different; explore situations from multiple perspectives, seek alternative ways to define problems. You are open to diverse thoughts and approaches by others. You test solutions, gather feedback on effectiveness, review impact on the results and modify appropriately to product expected results.
    • Deliver Results – you identify issues, problems and opportunities; - recognize the need for improvement. You work with others to develop a sense of common purpose; understand different perspectives on issues; gathers and examines information available. You generate alternatives - Create relevant options, including financial and resource implications, for addressing problems and opportunities. You select appropriate action - Formulate clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option. You commit to implementation and work with a sense of urgency and a bias for action to implement the decision.
    • Communicate with Impact – you focus on the message of others, provide undivided attention, and defer judgment. You convey messages logically, simply, and with confidence. You check for understanding by asking questions, seeking clarity and responding accordingly.

    Required Qualifications

    • At least 2-4 years of technical support experience with demonstrated competency using help desk call tracking software
    • Intermediate to advanced understanding of PC/Mac hardware and software, operating systems, remote administration tools, networking and peripherals required
    • Thorough understanding of MS Office Suite, email clients and browsers is required
    • Strong troubleshooting, multi-tasking, organizational and time-management skills
    • Ability to communicate effectively with clients (both written and verbally), including the ability to translate technical issues into non-technical terms
    • Ability to work effectively on your own and in a team environment.
    • Strong decision making skills with the ability to provide timely and accurate follow-up
    • Ability to provide excellent customer service in a fast-paced and high volume environment


    Preferred Qualifications

    • Associate’s or Bachelor’s degree in technical area preferred
    • Previous experience in a hospital setting or with hospital applications preferred





    Why Join Us

    We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, The University of Chicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.


    Bring your career to the next level at a hospital that is thriving; from patient satisfaction to employee engagement, we are at the Forefront of Medicine. Take advantage of all we have to offer and #BringYourPassiontotheForefront


    University of Chicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: www.uchospitals.edu/jobs


    The University of Chicago Medical Center is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.


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