Job Description

IT Service Desk Analyst II

Hourly Pay Range: $26.36 - $39.54 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights:

• Position: IT Service Desk Analyst II
• Location: 3040 Salt Creek Lane, Arlington Heights, IL
• Full-Time, schedule below
• Hybrid: Primarily work from home after training period
• Hours: Mon-Tues 9:30pm - 7am, Fri 12:30pm - 11:00pm, Sun 7pm-7:30am

Job Summary:

As the IT Service Desk Analyst II at Endeavor Health, you will be responsible for handling calls across the entire Endeavor Health system, providing front line level 1 - 3 IT support for patients using MyChart and employees and non-employees using IT Resources. Basic triage and resolution or escalation of tickets and phone calls via ITSM platform and phone system.

To be successful in this role, you will be expected to remain updated on the latest solutions and technologies and advocate for the adoption of industry best practices.

What You Will Do:

• Provides assistance to internal and external users regarding computer software and hardware problems via telephone, chat, and ticketing systems and manage incoming user requests.
• Consults with Information System Support staff to determine if higher level support is needed and takes appropriate action to dispatch support.
• Manages incoming user requests, utilizing help desk tracking software.
• Provides users with professional, courteous, timely and efficient customer service support, utilizing over the phone and remote communication technologies to service the end user.
• Must be able to provide tier 3 support to analysts, need to know the company products and services in their remit inside and out and have the highest level of permissions and technical resources.
• Acting as a senior point of escalation for the most challenging incidents.

What You Will Need:

• Education: Bachelor's degree or equivalent experience required.

• Experience: Four (4) years of IT experience.

• Unique or Preferred Skills:

• Demonstrates solid verbal and written communication skills.

• Knowledge of current versions of Windows, MacOS, and ChromeOS.

• Excellent customer service skills

• Clear, concise written and verbal skills required to interact with customers via phone and document cases in case management system.

• Solid understanding of information processing fundamentals and best practices.

• Ability to manage multiple projects with efficiency.

• Solid domain knowledge and interpersonal skills.

• Personal and ethical accountability.

• Demonstrates analytical and critical thinking for problem solving / issue resolution.

• Previous experience in a technical 24x7 call center environment

• Knowledge of Epic or other EHR software packages, preferred.

• Computer technical certification, preferred.

Benefits (For full time or part time positions):

• Premium pay for eligible employees

• Career Pathways to Promote Professional Growth and Development

• Various Medical, Dental, Pet and Vision options

• Tuition Reimbursement

• Free Parking

• Wellness Program Savings Plan

• Health Savings Account Options

• Retirement Options with Company Match

• Paid Time Off and Holiday Pay

• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) all recognized as Magnet hospitals for nursing excellence.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.

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