Service Desk Analyst

Role Overview

• Lead the full lifecycle ownership of processes, procedures, and standards as assigned
• Champion and adhere to processes, procedures, security, and architectural standards
• Provide Tier 2-3 support, on escalated incidents from our helpdesk related to our workstation and mobile environments, including support for hardware, operating systems, drivers, and applications
• Assist with software deployments, application packaging, scripting, operating systems deployments, computer imaging, and security for end user computing devices
• Serve as the point of contact to the affiliate operations leader for respective service area; re-directing service issues through the existing service model. Triaging escalated tickets to the appropriate members of the service team
• Develop and maintain login scripts, utility scripts, and other tools using PowerShell, VBS, and other relevant programming languages
• Assist with the development of roadmaps, documentation, and takes ownership for various end user computing solutions (hardware, operating systems, Microsoft Office, SCCM, Microsoft Intune, Vulnerability / patch management, VDI, etc.)
• Manage and maintain positive working relationships with vendors and customers ensuring service delivery meets agreed quality standards
• Manage remote hands resources dispatched to your service area
• Assist with capacity planning and yearly budgeting
• Assist with projects from idea generation to implementation, including selection, recommendation, design, testing, and implementation of various solutions
• Compatibility and QA testing of applications, operating systems, and application packages
• Administration of end user computing solutions, including SCCM, Intune, and various technologies
• As needed participation in after-hours maintenance windows to update, change, and install various systems
• Produce, maintain and update technical documentation related the end user computing environment
• Upholds organizational values and standards, while proactively seeking ways to improve efficiency, equity, and service excellence
• Ensure compliance with all CHN and affiliate policies, as well as all state and federal regulations
• Provides positive and development feedback and accountability related to all practices
• Demonstrates commitment to CHN and Planned Parenthood’s health equity mission, with emphasis on racial equity and community accountability. Demonstrates dedication to learning about racial equity and addressing structural racism in healthcare
• Consistently delivers high-quality results using sound judgment and data-driven decisions. Prioritizes customer needs by providing prompt, accurate service to all stakeholders

Requirements

• Must be available to work weekend hours (Saturdays & Sundays)
• Associate’s degree in Computer Science (or related field), or comparable experience
• Excellent customer service skills
• Demonstrated ability to maintain a customer-centric service approach in a fast-paced environment
• Microsoft Windows 10 and Microsoft Office support and troubleshooting experience
• Experience troubleshooting hardware, software, and driver issues
• Microsoft System Center Configuration Manager (SCCM) experience
• Vulnerability and patch management systems
• Application packaging experience (i.e. Flexera AdminStudio, InstallShield, etc.)
• PowerShell, automation, and scripting skills
• Mobile Device Management (MDM), including Microsoft Intune
• Strong analytical and problem-solving abilities
• Proficiency with Microsoft software (Excel, etc.)
• Excellent written and verbal communication skills and ability to collaborate and interact with all levels within and outside of CHN if necessary
• Strong attention to detail and follow-up; and ability to multi-task in a fast-paced environment
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values
• Strong interpersonal skills and the ability to build relationships with stakeholders, including end users, vendor dispatched remote hands, and IT coworkers
• Excellent time management, and problem-solving skills
• If applicable, willingness to travel in accordance with the needs of the position, as outlined in the essential functions.

Benefits

• Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
• Flexible Spending Accounts and Health Savings Account
• Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
• Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
• Employee Assistance Program
• Retirement Plan, 3% employer match after one year of service
• Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays