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Service Desk Analyst I

Requisition R125935 Market Remote Department SS I&T - Service Mgmt Shift Days/Afternoons Schedule Full-time

Thank you for considering a career at Bon Secours Mercy Health!

This position is part of a fully remote team, but the employee is required to be 45-minutes or less from the Cincinnati, OH or Richmond, VA region.

Summary:

Provides front line I&T support to end users on a variety of issues with a strong commitment to customer service and satisfaction in a technological healthcare environment. Identifies, researches, and resolves technical issues with PCs and applications.Will interface with wide variety of healthcare industry personnel. Primary job functions require attention to detail, initiative and exercising good judgment. Typically reports to a lead or manager.

Essential Job Functions:

  • Provides Level I I&T Service Desk coverage. 
  • Answers, evaluates, and prioritizes incoming telephone and electronic requests from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
  • Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s
  • Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supporting analytical or technical staff. 
  • Interact with internal Information & Technology personnel in troubleshooting and solving problems and issues in a timely and accurate manner
  • Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error. 
  • Determine whether problem is caused by hardware such as routers, printer, cables, or telephone.  
  • Document the problem via the Service Now ticketing application, in detail, with problem resolution or when appropriate, escalating the problem to the responsible team. 
  • Provide status feedback and/or appropriate forms to customer as required.
  • Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
  • Expected to have knowledge of how to troubleshoot most PC-related issues.
  • Maintain professional demeanor and telephone etiquette in dealing with internal and external customers. 
  • Maintain a positive attitude in a service-oriented environment.

Candidate should have basic experience in the following:

  • Information Technology
  • Customer Support/Service
  • Keyboarding/Typing

Education Requirements:

  • Education in the field of Computer Information & Technology, Computer Science (preferred)
  • Various IS-based Certifications (preferred)

Bon Secours Mercy Healthis an equal opportunity employer.

Many of our opportunities reward* your hard work with:

  • Comprehensive, affordable medical, dental and vision plans
  • Prescription drug coverage
  • Flexible spending accounts
  • Life insurance w/AD&D
  • Employer contributions to retirement savings plan when eligible
  • Paid time off
  • Educational Assistance
  • And much more

*Benefits offerings vary according to employment status

Scheduled Weekly Hours:

40

Work Shift:

Days/Afternoons

Department:

SS I&T - Service Mgmt

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.

Apply Now
Luis F., RN

I wanted to get into a career where I’m happy to go to work.

Luis F. Registered Nurse
Forbes Best-in-state Employer, Ohio (ranking 29th)

Forbes Best-in-state Employer, Ohio (ranking 29th)

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Forbes Best-in-state Employer, Virginia (ranking 80th)

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Forbes Best-in-state Employer, Ohio (ranking 29th)

Forbes Best-in-state Employer, Ohio (ranking 29th)

Forbes Best-in-state Employer, Virginia (ranking 80th)

Forbes Best-in-state Employer, Virginia (ranking 80th)

Springbuk- One of the Healthiest Employers in America

Springbuk- One of the Healthiest Employers in America

Seramount – One of the Best Companies for Multicultural Women

Seramount – One of the Best Companies for Multicultural Women

Seramount 100 Best Companies for Working Mothers 2021

Seramount 100 Best Companies for Working Mothers 2021

Seramount Top Company for Executive Women 2021

Seramount Top Company for Executive Women 2021

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