Service Desk Support Analyst Ii

The Service Desk Support Analyst II will provide support to end users for computer, application, system, device, access and hardware issues. This individual will identify, research, and resolve technical problems of moderate complexity. The Service Desk Support Analyst II will respond primarily to telephone calls and emails. All incidents/problems/questions will be tracked and documented with continued development of the documentation knowledge bases.

Location: Candidates must reside in the state of Wisconsin for consideration. This position is eligible to work at your home office (reliable internet is required). Travel to the corporate office in Menasha is required occasionally for the position, including on first day.

Hours: 1.0 FTE, 40 hours per week, 8am - 5pm Monday through Friday

Check out our 2024 Community Report to learn a little more about the difference our employees make in the communities we live and work in. As an employee, you will have the opportunity to work hard and have fun while getting paid to volunteer in your local neighborhood. You too, can be part of the team and making a difference. Apply to this position to learn more about our team.

Job Responsibilities

• Collaborate with peers to ensure on-time delivery and follow-through of service level agreements for internal customers
• Escalate issues as appropriate to resolve in timely manner
• Provide 1st level Service Desk/ Helpdesk support to employees and contractors responding to phone calls, emails, and face to face support
• Ability to demonstrate taking 1st tier support to a 70% first contact resolution before involving 2nd
• Communicate and work with various vendors for routine and ad hoc service on equipment. This includes asset disposal, printer support and other needs.
• Create and update desk level procedures. Update team with changes when appropriate and educate internal customers when collaborating with them to resolve issues or concerns.
• Accurately complete laptop imaging for lifecycle replacement
• Participate in the on-call rotation for after-hour support
• Effectively collaborate and communicate with team, employees, vendors, and contractors
• Maintain security conscience approach for solutions developed and implemented
• Ability to take lead on a technology for implementation and support
• Other duties as assigned

Job Requirements

• Associate degree in Computer Information Systems or equivalent years of experience required
• 3+ years’ experience in computer hardware and software support
• Experience in a healthcare or health insurance environment preferred

Network Health is an Equal Opportunity Employer