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Job Description:

Summary:

The Service Desk Analyst is specific to the Service Desk Function at Excellus through the IT Help Desk. The Service Desk Analyst’s role is to ensure resolution, reporting, and triage for the Information Technology Division regarding all IT problems and requests. This position provides on-call rotation support 24x7x365 along with on-site departmental coverage during both core and non-core hours including nights, weekends, and holidays as deemed necessary by Management.

Essential Primary Responsibilities/Accountabilities:

+ Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution.

+ Provides first-line investigation and diagnosis.

+ Communicates with users, keeping them informed of incident progress, as well as notifying them of upcoming changes or outages.

+ Resolves incidents and/or requests regarding desktop and laptop PCs, virtual desktops, printers, scanners, operating systems, mainframe, web and LAN applications, network issues, remote connectivity, mobile devices, VPN home support, wireless issues and security access problems.

+ Installs and configures standard software and PC drivers remotely.

+ Keeps abreast of all software and hardware used and supported by the organization.

+ Works closely with all IT areas (ex: Security, Network, Systems, Application Development, Desktop) throughout The Lifetime Healthcare Companies.

+ Keeps management and peers informed of "real time" issues and/or problems and completes tasks in a timely manner as per the IT service level agreements.

+ Provides direction and oversees Intern/Contract/Temp help as needed.

+ Prepares and maintains clearly written documentation (of processes) for use by Help Desk, other support departments, and end users.

+ Leads smaller size projects as directed by Management.

+ Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values and adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.

+ Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

+ Regular and reliable attendance is expected and required.

+ Performs other functions as assigned by management.

Level II

+ Proficient in supporting/troubleshooting all applications and hardware within the organization.

+ Responsible for maintaining the integrity of the Knowledge articles.

+ Ability to mentor other team members as needed, including new hires.

+ Ability to independently properly diagnose and engage resolver groups for higher severity issues.

+ Ability to achieve above average metrics in First Call Fix, After Call, and Call duration

+ Ability to independently resolve more complex issues requiring detailed systems and applications knowledge

+ Ability to independently identify trends in issue reporting and come up with preventative solutions or actively engage the proper resolver groups.

+ Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

+ Exceptional written and verbal communication skills

+ Exceptional ability to multitask

+ Trusted to have full autonomy to deliver predefined accountabilities.

+ Makes decisions requiring significant analysis and interpretation. Including, but not limited to, modifying methods, techniques, and procedures to achieve desired results.

+ Meets personal and company goals.

+ Continues learning and training on new technologies.

Minimum Qualifications:

NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

Level I

+ Associate's degree in Computer Science, Information Technology or relevant field (or two additional years related work experience in lieu of degree).

+ Demonstrated thorough knowledge of all Microsoft Operating Systems.

+ Demonstrated experience with Active Directory, Outlook, Print Servers, Microsoft Office Professional, Citrix, VPN, Internet, Intranet, mobile computing, Security, and mainframe technologies.

+ Certification relevant to current Operating Systems /Applications supported in the organization (Examples may include A+, Microsoft Certifications, or other End User computing hardware certifications)

+ Excellent interpersonal skills with a focus on rapport building, listening and questioning skills.

+ Strong written and oral communications skills both technical and non-technical.

+ Highly self-motivated with the ability to present ideas in user-friendly language.

+ Ability to effectively prioritize and execute tasks in a high-pressure environment.

+ Proven analytical and problem-solving abilities and a keen attention to detail.

Level II

+ Ability to conduct independent research into a wide range of computing issues as required.

+ Excellent customer service skills.

+ Experience working in a team-oriented collaborative environment.

+ This job requires shift work to ensure appropriate operations of the Health Plan computing environment 24x7x365.

Physical Requirements:

+ Must possess the ability to sit for long periods and view information on computer monitor.

+ Willingness to provide on-call 24x7x365 support, some weekend work.

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In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Compensation Range(s):

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.