IT Service Desk Analyst

Welcome to Ovation Healthcare!

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com.

Summary:

The Service Desk Analyst I is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our clients to perform their job duties. Service Desk Analyst I will answer queries on basic technical issues and work to resolve them. Service Desk Analyst I must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Duties and Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the issue and details provided by customers.

• Walk the customer through the problem-solving process.

• Direct unresolved issues to the next level of support personnel.

• Provide accurate information on IT products or services.

• Record events and problems and their resolution in logs.

• Follow-up and update customer status and information.

• Pass on any feedback or suggestions by customers to the appropriate internal team.

• Maintain skills by attending related training and performing research.

• Identify and suggest possible improvements on procedures

• Evening and weekend off hour activities as required.

• Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.

• Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.

• Develops constructive and cooperative working relationships with others and maintains them over time.

• Encourages and builds mutual trust, respect and cooperation among team members.

• Experience in implementation and/or use of ITIL and ITSM concepts.

• Other IT support or IT administrative tasks as needed.

Work Experience, Education, and Certifications:

• Associate degree in Information Technology or equivalent work experience.

• Knowledge of TCP /IP, DNS, WINS, and DHCP

• Knowledge of MS Active Directory

• Knowledge of network cabling standard and network room build outs.

• Tech savvy with working knowledge of office automation products, databases and remote access applications.

• Good understanding of computer systems, mobile devices and other tech products.

• Exceptional judgment, thinking skills, interpersonal skills.

• Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements.

• Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information.

• Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills. 

• Exceptional ability to work as a team player.

• Ability to train, explain and impart knowledge to others.

• Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality.

• Capable of working within established policies, procedures and practices prescribed by the organization.

• English sufficient to provide and receive instructions/directions.

Knowledge, Skill, and Abilities:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.

• Written Communication - Able to read and interpret written information.

• Teamwork - Contributes to building a positive team spirit.

• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.

• Attendance/Punctuality - Is consistently at work and on time.

• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

Working Conditions, Physical Requirements, and Travel Requirements:

• 100% Remote.

• Collaboration in virtual settings and participation in team meetings.

• Occasional off-site visits to other company locations may be required.

• Ability to sit for extended periods at a desk and work on a computer.