Service Desk Technical Analyst I

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, and 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. Service Desk Technical Analyst makes decisions based on independent judgment to resolve a range of complex technical problems. (Eus), 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 (Electronic Health Record) 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. As requested, 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. Where escalation is needed, determines the appropriate path and routes the incident according to the 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) (SD) 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. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.