Lahey Health
Job Type:
Regular Time Type:
Full time Work Shift:
Day (United States of America) FLSA Status:
Non-Exempt When you join the growing BILH team, you're not just taking a job, youre making a difference in peoples lives. Overview
The Service Desk Analyst is responsible for delivering world-class support services across all Beth Israel Lahey Health, Inc. (BILH) entities and its affiliates. This Tier 1 support position handles all aspects of customer requests and incident management, including logging, triaging, resolving, and timely follow-up of service requests and incidents. The role requires superior customer relations and communications skills and proficiency in both customer service and information technology. Daily duties include ensuring proper operation and support of PCs, printers, peripherals, and mobile devices, and supporting standard operating systems and software applications. The position emphasizes continuous learning, curiosity, helpful engagement with clients and colleagues, and a commitment to the success of the group and its services. The ability to find answers from documented solutions and to research technical issues to resolution is critical. Primary Responsibilities
Responds appropriately and in accordance with established guidelines and timeframes to all calls, emails, work orders, or alerts by creating an incident/request using the IT Service Management Suite and maintaining the accuracy of all logged information. Provide Level 1 support with basic to intermediate capabilities. Exceed end-user expectations by meeting established SLAs and customer demands, driving high customer satisfaction, and ensuring services align with BILH's needs. Coordinate customer support issues to ensure timely response and positive outcomes, and accurately identify when issues should be escalated to the Supervisor, Service Desk for elevated support. Diagnose and resolve simple to moderately difficult desktop and peripheral issues related to interoperability, OS security, system access, passwords, and authentication. Address desktop issues related to profiles, group policies, and local system configurations. Demonstrate understanding of network-related activities and support, including IP and DNS. Acquire professional knowledge through training opportunities, in-service programs, vendor seminars, and cross-training; may be asked to train other IT colleagues. Understand BILH-centric clinical and core applications with the ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnose problems using remote tools, and perform fixes and installations. Understand IT security best practices to quickly identify potential vulnerabilities or threats impacting the business. Contribute to the creation of processes and procedures for the Service Desk knowledge base and collaborate with teams to develop standardized workflows. Responsible for hosting, initiating, and contributing to the Critical Incident Management process. Required Qualifications
High School diploma or GED required. 1-3 years of related work experience in Service Desk/IT Support supporting a large enterprise of end users in an MS Windows / MS Office environment. Advanced knowledge of operating systems (Windows 10, macOS) and mobile devices (iOS, Android). Knowledge of network fundamentals; solid experience with Citrix systems, Microsoft infrastructure (Windows, Active Directory, Exchange), and Microsoft Office 365. Experience with ITSM systems such as ServiceNow or Remedy; ability to learn quickly and manage complex documents, analyses, and databases. Advanced technical computer skills for technical support across functional areas and related systems. Desirable: knowledge of Dell, Apple, HP, Ricoh hardware; familiarity with Oracle PeopleSoft and Workday; familiarity with electronic health record (EHR) applications. Vaccination and Equal Opportunity
As a health care organization, we have a responsibility to care for and protect our patients, colleagues, and communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. Learn more about this requirement. More than 35,000 people working togethernurses, doctors, technicians, therapists, researchers, teachers and moremaking a difference in patients lives. Your skill and compassion can make us even stronger. Equal Opportunity Employer
Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr
Regular Time Type:
Full time Work Shift:
Day (United States of America) FLSA Status:
Non-Exempt When you join the growing BILH team, you're not just taking a job, youre making a difference in peoples lives. Overview
The Service Desk Analyst is responsible for delivering world-class support services across all Beth Israel Lahey Health, Inc. (BILH) entities and its affiliates. This Tier 1 support position handles all aspects of customer requests and incident management, including logging, triaging, resolving, and timely follow-up of service requests and incidents. The role requires superior customer relations and communications skills and proficiency in both customer service and information technology. Daily duties include ensuring proper operation and support of PCs, printers, peripherals, and mobile devices, and supporting standard operating systems and software applications. The position emphasizes continuous learning, curiosity, helpful engagement with clients and colleagues, and a commitment to the success of the group and its services. The ability to find answers from documented solutions and to research technical issues to resolution is critical. Primary Responsibilities
Responds appropriately and in accordance with established guidelines and timeframes to all calls, emails, work orders, or alerts by creating an incident/request using the IT Service Management Suite and maintaining the accuracy of all logged information. Provide Level 1 support with basic to intermediate capabilities. Exceed end-user expectations by meeting established SLAs and customer demands, driving high customer satisfaction, and ensuring services align with BILH's needs. Coordinate customer support issues to ensure timely response and positive outcomes, and accurately identify when issues should be escalated to the Supervisor, Service Desk for elevated support. Diagnose and resolve simple to moderately difficult desktop and peripheral issues related to interoperability, OS security, system access, passwords, and authentication. Address desktop issues related to profiles, group policies, and local system configurations. Demonstrate understanding of network-related activities and support, including IP and DNS. Acquire professional knowledge through training opportunities, in-service programs, vendor seminars, and cross-training; may be asked to train other IT colleagues. Understand BILH-centric clinical and core applications with the ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnose problems using remote tools, and perform fixes and installations. Understand IT security best practices to quickly identify potential vulnerabilities or threats impacting the business. Contribute to the creation of processes and procedures for the Service Desk knowledge base and collaborate with teams to develop standardized workflows. Responsible for hosting, initiating, and contributing to the Critical Incident Management process. Required Qualifications
High School diploma or GED required. 1-3 years of related work experience in Service Desk/IT Support supporting a large enterprise of end users in an MS Windows / MS Office environment. Advanced knowledge of operating systems (Windows 10, macOS) and mobile devices (iOS, Android). Knowledge of network fundamentals; solid experience with Citrix systems, Microsoft infrastructure (Windows, Active Directory, Exchange), and Microsoft Office 365. Experience with ITSM systems such as ServiceNow or Remedy; ability to learn quickly and manage complex documents, analyses, and databases. Advanced technical computer skills for technical support across functional areas and related systems. Desirable: knowledge of Dell, Apple, HP, Ricoh hardware; familiarity with Oracle PeopleSoft and Workday; familiarity with electronic health record (EHR) applications. Vaccination and Equal Opportunity
As a health care organization, we have a responsibility to care for and protect our patients, colleagues, and communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. Learn more about this requirement. More than 35,000 people working togethernurses, doctors, technicians, therapists, researchers, teachers and moremaking a difference in patients lives. Your skill and compassion can make us even stronger. Equal Opportunity Employer
Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr