Job Description

IT Service Desk Analyst III

Looking to elevate your career? Join us!

Work Location: Hybrid in Addison, TX
Work Hours: Full-Time, 40 hours per week

Department Highlights:

• Ability to work collaboratively in multiple areas within the organization.
• Opportunity to work with cutting edge technology.
• Fast paced working environment that allows for new learning opportunities.

Here is what you will need:

• 5+ years of experience and/or a college degree in IT with the following skills:
• ITIL training and experience
• Background in incident and problem management
• Supporting an environment that utilizes Windows 10/11, macOS and IOS
• Supporting Microsoft Office End User experience
• Intermediate knowledge of Group Policy, Active Directory Administration
• Intermediate knowledge of workstation imaging systems (e.g., SCCM, KACE)
• Advanced knowledge of hardware troubleshooting in a service desk environment
• Experience troubleshooting branch network related issues.
• Advanced knowledge of Windows Server Roles, Services and Features.
• Advanced troubleshooting of enterprise level printing and faxing.
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.)
• Ability to train and coach team members.
• Strong communication, critical thinking, and interpersonal skills
• Prior experience in a Healthcare technical environment preferred
• Prior experience supporting clinical applications (e.g., PACS, RIS, HIS, MRS)
• College degree in a relevant IT field preferred

A Day in the Life of an IT Service Desk Analyst III:

• Acts as the routine escalation point, receiving and handling requests for support.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Monitors service delivery channels and collects performance data.
• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
• Understands, promotes, and demonstrates the Solis Way
• Provides third level technical support to end users for technology-related issues through escalations by the second level team
• Serves as the Subject Matter Expert of products/software – independent research, problem solving, and vendor management
• Ensures proper documentation for each interaction and escalates when necessary to appropriate parties
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Provides quality standard verification on Tier I & II documentation and troubleshooting and gives constructive feedback directly to Tier I & II team members on improvement opportunities
• Initializes critical incident management process through problem management and communicates impact to the organization
• Contributes to the IT Knowledge Base and approves newly submitted or updated solutions to resolve end-user incidents or service requests
• Facilitates knowledge transfer from other teams and provides training to the Tier I & II team members
• Has oversight for the identity management process, including user onboarding, transfers, and offboarding
• Provides as needed backup of Tier I & II by directly supporting end-users through phone, email, and web portal
• Procures and oversees configuration of new or replacement workstations, parts, and supplies
• Assists Systems Engineers with software deployment, updates, and troubleshooting as needed
• Aids with new site buildouts with as needed hands-on support
• Provides after-hours and on-call coverage for IT systems as required by IT management
• Must be flexible in work hours and strive for customer service excellence

Qualifications