Service Desk Specialist I

Job Description

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

The Service Desk Specialist I is part of the ITIL-aligned Service Desk team, which provides support and service to customers across the organization to effectively resolve their daily technology challenges. This role receives and resolves reported issues and requests for service and information using a variety of tools and methods, while providing outstanding customer support with a focus on quality, consistency and continual service improvement. This position reports to the Manager, IS Service Desk.

Responsibilities

• Ability to learn new skills quickly; Keen attention to detail; and Adept at multi-tasking such as concurrently managing multiple incidents, project tasks, or keep lights on maintenance activities.
• Ability to identify, analyze and resolve incidents. Applies training and methodical approach to incident definition and resolution. Follow test plans and change management processes.
• Supports the evaluation, testing, and implementation of defect patches, system upgrades and releases according to the Information Services support model and change control procedures.
• Performs testing activities and assists users in the testing of all new systems and modifications completely before implementation into the production environment.
• Plan, schedule and monitor own work within set timeframes. Demonstrates an organized approach to work and according to relevant regulations, standards and procedures.
• Follow defined processes for the definition, production, and usage of data. Identify risks associated with managing or sharing our data. Utilize existing vendor supplied data definitions and (reporting) solutions before developing/recommending something new.
• Understands and applies basic personal security practice and how own role impacts security and demonstrates routine security practice and knowledge required for own work.
• Ability to document key data points and common support processes on technology managed directly or indirectly within IS i.e., SN KBs, dependencies, software versioning, workflows, build support documentation.
• Identifies process and performance improvement opportunities to enhance team and departmental functions.
• Basic knowledge and demonstrates ability to follow ITIL service management practices (i.e. including Change, Incident, Problem, Service Level, Request, Asset, Release).
• Understands the importance and role of governance and complies with incident and request responsiveness and adherence to Service Level Agreement (SLA) requirements to minimize business disruptions and safety risks.

Minimum Requirements

• Associate or Computer technology certifications or equivalent relevant experience- or higher.
• 1-3 years of experience in a Service Desk or Customer Support environment
• Familiarity with computer software, hardware and peripherals and proficiency with common productivity tools
• Demonstrated remote support troubleshooting and problem solving capability
• Experience effectively prioritizing and executing tasks in a high-pressure environment
• Understanding of Service Desk metrics used to measure individual and team performance

Other Information

• Hours - 7 am to 4 pm or 8 am to 5 pm
• Rotating weekends.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant's qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.