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Service Desk Technical Analyst I
@GSS Geisinger System Services
[Hiring] Service Desk Technical Analyst I @GSS Geisinger System Services
Apr 12, 2025 - GSS Geisinger System Services is hiring a remote Service Desk Technical Analyst I. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
In a 24/7/365 environment, the Service Desk Technical Analyst is responsible for the performance of tasks related to Geisinger IT hardware, infrastructure, access, application and software support, including the EHR (Electronic Health Record) System. This includes but is not limited to:
- Issue and problem resolution
- Access management
- Request fulfillment
- Training, testing, implementation, go-live and operational support
- Maintenance
The IT Service Desk serves as a front-line and tier 2 technical contact between Information Technology and Geisinger's organizational departments (clinical and non-clinical), IT vendors, partners, and the user community.
- Provides professional remote and customer-facing support and solutions for technical needs supporting all business lines across Geisinger's customer base.
- Makes decisions based on independent judgment to resolve a range of complex technical problems.
- Assesses the impact and urgency of an issue and sets priority according to established Service Level Agreements (SLAs).
- Facilitates the implementation of appropriate solutions with the goal of First Call Resolution.
- Develops a strong understanding of the EHR and all Geisinger technology and applications, common support concepts, practices, and procedures.
- Provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships throughout the Geisinger Health system.
- Accurately documents the details of interactions, incidents, and requests, including all troubleshooting efforts and work performed for the customer.
- Provides regular updates regarding work status via standard documentation tools and/or huddles, meetings, etc.
- Learns and begins to apply appropriate issue escalation.
- Produces documentation including current and future state workflows, pros/cons, gap analysis, needs assessments, design specifications, build documentation, test plans, project plans, status reports and transitionary documentation.
- Determines the appropriate path for escalation and routes the incident according to established protocol and/or detailed knowledge of technical roles/assignment groups.
- Uses appropriate communication methods to notify IT customers of scheduled and unscheduled downtimes or interruptions in service.
- Maintains security and confidentiality, especially under circumstances that require access or exposure to Patient Information (PI) or Personally Identifiable Information (PII) and adheres to best practice standards.
- Communicates effectively with peers, informaticians, stakeholders, project teams, and leadership.
- Participates in team on-call rotation to provide 24x7x365 support to assigned areas.
- Supports system upgrades, patches, and monitoring.
- Work is typically performed in an office environment.
- Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.
Qualifications
- High School Diploma or Equivalent (GED) - (Required)
- Minimum of 2 years relevant experience (Required)
Requirements
- Skills: Communication, Customer Service, HR Policies, Standards And Procedures, Interpersonal Communication, IT Environment, Problem Management, Technical Troubleshooting
Benefits
- Healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.
- Encouragement of an atmosphere of collaboration, cooperation and collegiality.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 12, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
