Help Desk Analyst - Yale New Haven Health

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Documents reported problems in IT tracking system and provides first level support to customers. Provides exceptional customer service and is able to multitask. Analyzes reported problems and assigns a severity based on department service levels. Troubleshoots problems in system applications and standard workstations. Communicates status of open problems to clients and escalates issues as required. Maintains current knowledge in hardware, network, and software used in the organization. Has a good understanding of network infrastructure and network topologies.

EEO/AA/Disability/Veteran

• 1. Customer Service
• 1.1 Provides support to YNHHS customers to resolve ITS related issues
• 2. Reporting and Tracking
• 2.1 Document and report all customers' problems accurately and professionally, ensuring appropriate action, and responsiveness to users.
• 3. Troubleshooting.
• 3.1 Resolves 50% of received incident tickets as observed on Problem tracking system
• 4. Communication
• 4.1 Interprets customer needs using techniques of High reliability processes.
• 5. Training and Education
• 5.1 Advances learning by attending provided In Service Education sessions
• 6. Security
• 6.1 Verifies personnel access accounts and login before password changes and revokes using documented processes for verification.

EDUCATION

High School Diploma. Bachelors in Computer Science or related discipline preferred. Comptia A+ or higher technical certification, HDI or other customer service certification, preferred.

EXPERIENCE

A minimum of one year experience working as a help desk analyst or experience in a related IT field supporting business and/or clinical environments. Proven customer service excellence.

SPECIAL SKILLS

Strong written and verbal communication and interpersonal skills; able to work under very stressful situations and with interruptions; very good organizational, time management; customer service and problem solving skills; Ability to provide accurate and detailing information; ability to work independently and as part of a team; ability to exercise initiative, good judgment and discretion. Excellent communication skills with the ability to clearly and effectively communicate with technical and non-technical audiences both verbally and in writing. Demonstrated typing skills.

PHYSICAL DEMAND

Must be flexible to work week days, evenings, nights, weekends and holiday shift(s) when needed to ensure 24X7 support coverage.Long periods of sitting at a computer workstation and speaking on the telephone via a headset with callers. Works with hardware and software tools requiring dexterity color recognition and eye to hand coordination. Must be able to differentiate audio frequencies ,quickly maneuver keyboard entry and mouse movements. Frequent typing and speaking in easily understood English speech and vocal tones. Considerable amount of mental stress depending on amount of call volume and/or voice messages. Can be a high stress area requiring complete concentration/focus during emergency situations. May be required to work up to 50% of Health Systems holidays.