IT Service Desk Analyst

April 25

🎸 Tennessee – Remote

Although this job is listed in Tennessee, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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Ovation Healthcare

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Ovation Healthcare is a leading provider of shared services for independent hospitals and health systems. With over 45 years of experience, the company enhances hospital and system performance through services like leadership advisory, supply chain management, revenue cycle management, technology services, and clinical care management. Ovation Healthcare is dedicated to supporting the financial and clinical needs of hospitals while preserving their focus on patient care and community wellness. Their educational programs and consulting services aim to strengthen hospital operations, making healthcare delivery more efficient and effective.

revenue cycle • clinical services • supply chain • hospital management • hospital operations

201 - 500 employees

Founded 45 years

⚕️ Healthcare Insurance

☁️ SaaS

📚 Education

📋 Description

• 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.

🎯 Requirements

• 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.