IT Service Desk Analyst, Associate

3031 WEST MONTANA STREET

MILWAUKEE, WI

53215

MILWAUKEE

The Application process consists of multiple sections. Each section collects valuable information about your background. If these are not completed, your application may be considered incomplete and not considered.

If you have uploaded a resume/CV, the system will automatically extract information from your resume to populate some of the application fields; such as Education, Licensing and Work Experience. This will not complete all of the required fields; please make sure to review all of the fields to make sure that your information is complete and accurate.

For Current Aurora Caregivers: Employees must as well complete the Preference, Education and Work History & related Questions sections including your current position with Aurora Health Care. If you do not include this information, your application may not be considered .

Discover the Benefits…

Imagine a work environment where you are valued for finding better ways of caring for our patients and are offered flexibility, mobility and growth through a wide range of career options. With Aurora you’ll find a diverse and comprehensive blend of benefits designed to make your life better both inside and outside of the workplace.

Aurora supports a safe, healthy and drug-free work environment through criminal background checks and pre-employment drug testing. We maintain a smoke-free environment at all our locations. We are an equal opportunity employer and maintain an environment that attracts, recruits, engages and retains a diverse workforce.

At Aurora Health Care we believe that each of us can use our knowledge, experience and creativity to help people live well. We’re a non-profit organization with a clear vision of providing people with better health care than they can get anywhere else. Our strength stems from teamwork and collaboration among a talented and diverse group of professionals.

SERVICE DESK

Primary Purpose

Provides initial technical support to caregivers via phone with regards to computers, servers, applications and hardware issues. Assesses the nature of the problem and resolves using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary.

Major Responsibilities

Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.

Gathers information about the problem from the end-user by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user problem in order to resolve. Escalates problems requiring second-tier support.

Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user as necessary in order to “close” the problem and maintain a successful call closure rate.

Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).

Escalates unresolved requests to second-tier support. Keeps clients informed of the status of their request if an immediate remedy is not available.

Performs routine technical procedures to remedy issues or when requested.

Assists with providing technical hints and tips to proactively assist customers.

Interacts with other IT resources and business trainers to restore service and/or correct issues.

Performs assigned security administration functions.

Licenses & Certifications

None Required.

Degrees

High School Graduate.

Required Functional Experience

Typically requires 1 year of experience in customer service, call center, or Help Desk support role and a proficiency in one supported application.

Knowledge, Skills & Abilities

Strong interpersonal and customer service skills, as well as a basic understanding of call centers and call tracking system.

Strong technical aptitude with the ability to learn quickly and support software applications.

Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.

Ability to manage multiple priorities in a dynamic work environment.

Analytical and problem-solving skills.

Strong verbal communication skills and the ability to interact with a diverse client population.

Ability to use/manage a standard multiple-line telephone system.

Ability to travel to off-sites to provide Help Desk application support for Aurora facilities.

Ability to maintain confidentiality and work as a team.

Licenses & Certifications

None Required.

Degrees

High School Graduate.

Required Functional Experience

Typically requires 1 year of experience in customer service, call center, or Help Desk support role and a proficiency in one supported application.

Knowledge, Skills & Abilities

Strong interpersonal and customer service skills, as well as a basic understanding of call centers and call tracking system.Strong technical aptitude with the ability to learn quickly and support software applications.Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.Ability to manage multiple priorities in a dynamic work environment.Analytical and problem-solving skills.Strong verbal communication skills and the ability to interact with a diverse client population.Ability to use/manage a standard multiple-line telephone system.Ability to travel to off-sites to provide Help Desk application support for Aurora facilities.Ability to maintain confidentiality and work as a team.

Primary Purpose

Provides initial technical support to caregivers via phone with regards to computers, servers, applications and hardware issues. Assesses the nature of the problem and resolves using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary.

Major Responsibilities

Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.

Gathers information about the problem from the end-user by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user problem in order to resolve. Escalates problems requiring second-tier support.

Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user as necessary in order to “close” the problem and maintain a successful call closure rate.

Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).

Escalates unresolved requests to second-tier support. Keeps clients informed of the status of their request if an immediate remedy is not available.

Performs routine technical procedures to remedy issues or when requested.

Assists with providing technical hints and tips to proactively assist customers.

Interacts with other IT resources and business trainers to restore service and/or correct issues.

Performs assigned security administration functions.

This is a four day, ten hour shift Sunday thru Wednesday 600am to 430pm. Occasional holidays.

This is a four day, ten hour shift Sunday thru Wednesday 600am to 430pm. Occasional holidays.

SERVICE DESK

At Aurora Health Care we believe that each of us can use our knowledge, experience and creativity to help people live well. We’re a non-profit organization with a clear vision of providing people with better health care than they can get anywhere else. Our strength stems from teamwork and collaboration among a talented and diverse group of professionals.

3031 WEST MONTANA STREET

MILWAUKEE, WI

53215

MILWAUKEE

Discover the Benefits…

Imagine a work environment where you are valued for finding better ways of caring for our patients and are offered flexibility, mobility and growth through a wide range of career options. With Aurora you’ll find a diverse and comprehensive blend of benefits designed to make your life better both inside and outside of the workplace.

Aurora supports a safe, healthy and drug-free work environment through criminal background checks and pre-employment drug testing. We maintain a smoke-free environment at all our locations. We are an equal opportunity employer and maintain an environment that attracts, recruits, engages and retains a diverse workforce.