Service Desk Analyst Jobs

A higher degree of healthcare.
All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.
UW Medicine’s IT Services department has an outstanding opportunity for a Service Desk Analyst!
UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
Service Desk Analysts serve as a central point of contact for ITS support, acting as subject matter experts and providing technical/application assistance across all entities within our organization. The Service Desk Analyst works closely with the enterprise users (both UW Medicine employees as well as people who work for affiliated organizations that utilize UW Medicine information systems) and frequently interacts with all ITS groups/levels on resolution of issues and/or status of problems. The Analyst is a subject matter expert with a myriad of technical applications, both clinical and non-clinical, such as ORCA, EPIC, EHRs and password resets across the organization to provide support to end users at all levels of the organization. This position requires knowledge and understanding of how UW Technology infrastructure integrates with and works within UW Medicine’s technical infrastructure. This position also requires timely coordination and communication with targeted parties regarding incidents, requests, and outages (planned and unplanned) to help facilitate quick resumption of business processes.
The ITS Service Desk supports and operates 24 hours a day, 7 days a week, and 365 days a year. This position is expected to be able to work any shift and be on-call as necessary.
The successful candidate will have:

• Excellent customer support skills and demonstrated ability to be an advocate for customer’s needs to the IT enterprise.
• Demonstrated ability to work with minimal direction, either independently or as part of a team.
• Background in compliant handling PHI and PII.
• Strong verbal and written communication skills.

RESPONSIBILITIES
Service Desk Operations (50%)

• Provide professional, friendly technical and designated application support for all of UW Medicine’s entities and personnel working within UW Medicine entities.
• Provide application support for designated software, such as ORCA, EPIC, Mindscape, Team Access, and electronic whiteboard software. Diagnosis and resolve application support issues, escalate if necessary. Support multiple domains across AMC, UWP, and NWH.
• Respond, diagnose, and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.
• Create timely and accurate documentation of end user interactions as well as proper escalation where necessary.
• Conduct analysis and troubleshooting activities on hardware, such as Windows printing, label printers, barcode med administration, PCs, laptops and embedded components in those devices, and software issues, such as EPIC, ORCA, Mindscape, Office productivity Suite, and other devices such as iPads, tablets and Surfaces; multiple PC access, standard PC configuration and virtual desktop; use of critical thinking skills to assess issues, identification of resolution options and impact to customers. Report findings, suggest possible solutions.

Enterprise Technical and Application Support (30%)

• Responsible for the lifecycle of Knowledge Articles including creating, monitoring usage, modifying, removing articles, and approving articles to be published.
• Coordinating the enterprise usage of Knowledge Articles including working with other teams and determining validity of feedback and executing on them.
• Participate in planning with support teams to guarantee proper representation of ITS Service Desk requirements and to provide, receive, and report feedback.
• Ensure ITS Service Desk has adequate and available infrastructure resources to maintain and enhance support offering including systems access and access to subject matter expertise.
• Proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful supporting customer needs.
  
  • Participate in planning with support teams to guarantee proper representation of ITS Service Desk requirements and to provide, receive, and report feedback.
    
  • Report and present performance metrics analysis, ITS Service Desk requirements, and end user feedback and offer suggestions/solutions to improve end user satisfaction. Pull data from Analyst’s statistics and SDM (reporting tool) and telephone system; create definitions to generate reports by using Access and Excel.
    
  • Provide subject matter expertise and participate with ITS support teams to capture and understand current types of issues and usability experience to improve the training, communication, documentation, etc. support infrastructure to proactively reduce problems.
    
  • Ensure ITS Service Desk has adequate and available infrastructure resources to maintain and enhance support offering including systems access and access to subject matter expertise.
  
  
• Report and present performance metrics analysis, ITS Service Desk requirements, and end user feedback and offer suggestions/solutions to improve end user satisfaction. Pull data from Analyst’s statistics and SDM (reporting tool) and telephone system; create definitions to generate reports by using Access and Excel.
• Provide subject matter expertise and participate with ITS support teams to capture and understand current types of issues and usability experience to improve the training, communication, documentation, etc. support infrastructure to proactively reduce problems.
• Provide subject matter expertise and participate in design sessions, testing and evaluating hardware and software products, providing diagnosis information, feedback and/or refer to the appropriate ITS area and/or vendor.
• Research, create, modify, and maintain technical documentation for use in issue resolution.
  
  
  • Responsible for the lifecycle of Knowledge Articles including creating, monitoring usage, modifying, removing articles, and approving articles to be published.
    
  • Coordinating the enterprise usage of Knowledge Articles including working with other teams and determining validity of feedback and executing on them.

Projects (10%)

• As needed, will have delegated responsibility to design, implement and maintain projects related to ITS Service Desk support improvements that may include, but not limited to, SharePoint, Self-Service functions in SDM, Chat functions and service, phone system, and onboarding.
• Timely execution of project tasks, activities, and status reporting.
• Participate as subject matter expert on end user support and coordination with necessary resources to plan and execute on project deliverables and to achieve project objectives.
• Consult and participate in internal and/or enterprise projects and initiatives.

Enterprise Communications (5%)

• Manage and maintain all Service Desk methods of communications to ensure impacted parties execute properly to limit impact to end users including administrating/updating/maintaining the Service Desk’s SharePoint site
• Manage and coordinate the communication around enterprise events such as outage process, which may include, but not limited to, setting up conference calls or sending communication for events like network and system failures, and phone system failure.
• Coordinate communications with all parties on planned outages and the resolution of unplanned incidents including participating in or running outage conference calls. For unplanned outages, identify the impact of the incident to the business (which may include patient safety) and coordinate the appropriate ITS resources to initiate the resolution of the incident. Further, determine when and how notification will occur to the enterprise so decision makers are abreast of status of the situation so they can make accurate and timely decisions to reduce impact to business operations. Based on the impact and progression of the resolution, determine when to escalate.

Quality Improvement (5%)

• Coordinating with various internal teams to maintain responsiveness to the end user. Coordinate and negotiate with management to appropriately hand-off issues.
• Use tools and workflow to derive customer satisfaction levels and effectiveness and productivity of the enterprise.
• Use databases and highly complex spreadsheets for operations, forecasting, planning, and staffing model alignment.
• Analyze and track support metrics and report and review findings as well as recommend/track changes to improve service offering.
• Continuously improve service quality and consistency.

REQUIREMENTS

• Two years of experience in programming or computer support services of a technical nature OR equivalent education/experience.
• Demonstrated experience and understanding of knowledge tools as applied to Service Desk operations.
• Must be able to participate in the Help Desk Telework program.

DESIRED

• Demonstrated experience supporting and troubleshooting applications in a Citrix environment.
• Two years of work experience in a healthcare environment; clinical experience desired.
• Demonstrated knowledge of the account management lifecycle.
• Three years of successful help desk/service desk experience supporting and troubleshooting complex enterprise medical and support systems/workflows.
• Two years of experience troubleshooting:
  
  • Medical application systems and software.
    
  • Microsoft operating systems, browser software, and office productivity software.
  
  
• Demonstrated experience with database tools (i.e., SQL queries) and development/administration of Microsoft SharePoint sites and complex Excel spreadsheets.
• Microsoft operating systems, browser software, and office productivity software.
• Demonstrated analytical experience.
• Three years of experience troubleshooting network environments ideally at all levels of the OSI model.
• Demonstrated experience in the use of UW Medicine systems including but not limited to Cerner, EPIC, FYI and/or PUMA.
• Medical application systems and software.
• Demonstrated application of healthcare related regulatory statutes and UW Medicine Policies and Procedures.

• This position requires participation in the on-call rotation.
• Provide regular status reports to Help Desk management.
• UW Medicine ITS Help Desk is operational 24 hours a day, 7 days a week, 365 days a year. There are four shifts to support the operational hours.
• All hires must adhere to the working standards of UW Medicine IT Services. Examples include (but are not limited to):
  
  • Observe Time Tracking Policy.
    
  • Observe professionalism standards including dress and punctuality.
    
  • Follow organizational norms with respect to e-mail, distributions, pagers, cell phones.
    
  • Observe absence notification standards.
    
  • Provide regular status reports to Help Desk management.
    
  • Attend team and departmental meetings as appropriate.
    
  • Act as backup for other team members and functions, as needed.
• Follow organizational norms with respect to e-mail, distributions, pagers, cell phones.
• Attend team and departmental meetings as appropriate.
• Observe professionalism standards including dress and punctuality.
• Observe Time Tracking Policy.
• This position is in a bargaining unit.
• This position is responsible for daily response to customer demands and the incumbent must be able to meet time-sensitive customer needs.
• Observe absence notification standards.
• Act as backup for other team members and functions, as needed.
• This position requires carrying a pager or other means of notification.
• UW Medicine’s technical and application environment is highly complex

#monster

See above.