#121691 Service Desk Analyst - Hybrid/Remote

DESCRIPTION

Under supervision, the Service Desk Analyst is part of a team that provides technical support/customer service (Service Desk) for UC Health end-users. Secondarily. Service Desk responsibilities include, but are not limited to answering phone calls, emails, and voicemails from staff and physicians with the goal to resolve the customer need on first contact. This position may be required to provide 24/7 support as needed based on business needs. Performs other related functions as required.

Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting /problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use.

• Develops and conducts tests of hardware and software and reports on configurations and behavior.
• Develops and provides technical documentation and training.
• Assesses needs and recommends hardware and software acquisitions and upgrades.
• Applies professional business/technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors.

MINIMUM QUALIFICATIONS

• A Bachelor's Degree in related area; and/or equivalent experience/training.

• Professional experience, and proven success, providing information systems support and management in a large scale organization.

• Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

PREFERRED QUALIFICATION

• Demonstrated problem solving ability using metrics and continuous improvement models.

• Experience with Epic Systems' clinical systems products. Implementation or end-user experience.

• Healthcare service and support experience.

• ServiceNow familiarity, and use.

• One or more of the following certifications; ITIL, CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Fundamentals, Apple Certified Technician

• Email and telephone etiquette.

• Verbal and written communication skills.

• Communicate data processing procedures and requirements to users.

SPECIAL CONDITIONS

• Must be able to work various hours, days, shifts, on-call and locations based on the 24-hour Medical Center's business needs.

• Employment is subject to a criminal background check and pre-employment physical.

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.