Job Category: Information Technology

Job Type: Full-Time

Job Location: LA-Lafayette

Facility Type: Corporate

Shift Type (Clinical Positions): Day Shift

Summary

AMG Integrated Healthcare Management is seeking an IT Service Desk Analyst. The Service Desk Analyst provides support for ALL IT service requests and incidents reported to the AMG IT Service Desk. This position is primarily responsible for the processing and handling of all incoming requests, resolution and documentation of common issues and the deployment/maintenance of all end-user hardware and software in accordance with established SLAs. As the single point of contact for the entire department, this position requires above all else a strong commitment to customer service and satisfaction.

Position Duties and Responsibilities:

· Ticket Management – Processes and documents requests and issues along with steps to recreate in the IT Service Management system. according to established SLAs. Monitors and maintains the Service Desk queue and prioritizes tickets as needed to ensure tickets are processed in a timely fashion

· Technical Support – Troubleshoots and resolves issues related to accounts, PCs, network, circuits, software, peripherals and A/V equipment. Performs desk-side support for users and locations as needed. Works to process and resolve on first contact whenever possible, escalating to the appropriate personnel when necessary.

· Request Management – Works with users to obtain the proper paperwork and authorization required for new hardware, software and systems requests

· Customer Service – Provides excellent customer service by taking ownership of requests and issues, keeping users updated for the duration of a ticket and following up after resolution to ensure satisfaction

· Hardware Deployment – Configures, deploys and supports PCs and peripherals for employees and locations, including system imaging, software install/configuration, resource mapping, profile setup, data migration, warranty repair/replacement, etc.

· Knowledgebase Management – Creates and maintains thorough knowledgebase documentation for requests, issues and known errors

· Inventory Management – Actively manages all inventory items and ensures compliance with hardware and software licensing

· Project Participation – Works with other personnel on projects for new technology and initiatives.

· On-Call Rotation – Provides user support after hours as needed on an on-call rotation

· Continuing Education – Updates job knowledge by staying abreast of changes and new products in the industry, attending training when required

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Job Requirements

Education/Experience:

· Associates degree in IT, Informatics, MIS or related field (Bachelor’s degree preferred)

· CompTIA A+ certification preferred

· One or more years’ experience in a technical support setting preferred

Skills/Qualifications:

· Strong working knowledge of hardware and electronics, especially desktops, laptops and common peripherals (printers, scanners, etc.)

· Strong working knowledge of Windows desktop operating systems (10-11), Microsoft Office (2021/365) and common desktop applications

· Strong written and verbal communication skills

· Strong organization skills

· Strong problem solving and troubleshooting skills

· Ability to work as part of a team

· Must be able to sit for prolonged periods of time and be able to lift heavy equipment (up to 50 lbs.)

· Must be able to periodically travel locally

About Us

AMG is a hospital system committed to our patients, our people, and to the pursuit of healing. As a Top-5 Post-Acute hospital system, we’re known for excellence, integrity, community, and compassion.

Our mission is to return patients to their optimal level of well-being in the least restrictive medical environment. We accomplish this through a multi-disciplined approach that includes aggressive clinical and therapeutic interventions, as well as family involvement. Our high staff to patient ratio ensures individualized attention. Our nurses, therapists, and physicians work with each patient to obtain the best possible outcomes.

Acadiana Management Group, LLC is an equal opportunity employer.