Service Desk Analyst Tier 2 - Hybrid

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.

The Service Desk Analyst, Tier 2 provides advanced technical support to end users using various clinical, administrative, and technical systems. The Tier 2 Service Desk Analyst acts as an escalation point for the Tier 1 Service Desk Analyst and interacts with all levels of BILH colleagues.

The Analyst, Tier 2 requires strong troubleshooting skills and familiarity with healthcare applications such as EPIC. Tier 2 Service Desk Analyst ensures proper operation and support of PCs, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications and demonstrates the ability to work efficiently under pressure.

Using ServiceNow, this Tier 2 support position is responsible for all aspects of customer requests and incident management. This includes logging, triaging, resolving, and timely follow-up of service requests / incidents. Tier 2 Service Desk Analyst will manage EPIC EHR escalations from Service Desk Tier 1 and ensure proper assignment to the EPIC team as required.

Job Description :

Primary Responsibilities :

• Install, remove, troubleshoot, and support all licensed and unlicensed software, including Microsoft Office Suite, Visio, Access, Adobe Acrobat, Power BI, Avaya, etc.
• Manage all O365 administrative functions, including but not limited to the creation, deletion, renaming, and managing all settings for distribution lists, shared mailboxes, shared inboxes, teams, calendar resources, guest access, request guest accounts, audio conference, request dial-in number, and out-of-office processes.
• Diagnose, troubleshoot, and resolve complex technical issues that Tier 1 Analysts cannot, including hardware, software, network, and application issues. Act as an escalation point for Tier 1 and customer escalation issues. Offer mentorship and guidance for resolving technical issues.
• Address, diagnose, and resolve advanced issues related to desktops, laptops, mobile devices, network connectivity, and peripheral devices such as printers, scanners, and monitors. Advanced knowledge of desktop issues related to profiles, group policies, and local system configurations is required.
• Address, diagnose, and resolve advanced issues related to security issues, system access, passwords, and authentication for all applications, including Epic EHR.
• Collaborate with Tier 3 engineers and specialized support teams when necessary to resolve more intricate issues. Exhibit competence, commitment, and accountability to coordinate colleague IT support issues ensure a timely response, achieve positive outcomes and accurately identify when issues should be escalated to SMEs (Subject Matter Experts) and / or management.
• Demonstrate an understanding of network-related activities and support, including but not limited to IP and DNS, including whitelisting of MAC addresses on the BILH network.
• Maintain professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc., to maintain the highest level of technical skills possible. Participate in cross-training, mentoring, and training senior staff.
• Maintain an understanding of BILH clinical and core applications, including EPIC EHR, with the skill / ability to troubleshoot and resolve performance, access, and interoperability issues. Perform assessments and diagnoses problems using remote tools, with the skill / ability to perform fixes and installations. Train and help onboard new team members.
• Maintain an understanding of best practices regarding cybersecurity to quickly identify potential business-impacting vulnerabilities / threats.
• Contribute and may lead to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
• Responsible for hosting, initiating, and contributing to the Major Incident Management / Critical Incident Management process.
• Respond, resolve, and route all ServiceNow customer chat interactions for the entire BILH organization.

Required Qualifications :

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. 35,000+ people working together. Equal Opportunity Employer / Veterans / Disabled.

Equal Opportunity Employer / Veterans / Disabled

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