IT Svc Dsk Ana 1 - CSC Svc Dsk

• Acts as first responder to provide technical assistance and support for all reported Information Technology issues.
• Log all calls and activities accurately into the Service Desk application, including updates and status changes while abiding by ITIL Incident Management outlined framework.
• Maintains detailed documentation of incidents and troubleshooting steps, as well as ensuring accuracy of asset management database.
• Triage problem by performing analytical analysis to troubleshoot, escalate, or resolve reported issues.
• Proactively recognize symptoms of systems outages and trends through reported issues and communicates throughout the organization.
• Maintains composure in high stress situations while de-escalating excited or frustrated customers.
• Provides second level onsite set up and support to end users for laptops, desktops, label printers, peripherals, and any other hardware or software Acquires Dell Self Maintainer certification allowing staff to perform warranty repairs on hard drives, system boards, processors in Dell equipment.
• Understands network infrastructure and able to use network analytical tools such as Cisco Prime, ISE Management console, and Fluke meters for troubleshooting.
• Uses Active Directory and Lepide for network account issues and computer access issues.
• Trains Work From Home users on configuration and set up and provides support using Cisco Meraki Dashboard. Assists in set up and supports Imprivata two factor authentication for employees to utilize occasional access from outside the network.
• Provisions and configures all company computing devices utilizing SCCM, Dell Management Console, and HPDM ensuring they meet Carle standards Understands and enforces security and compliance policies ensuring that PHI and PII is protected.
• Consults with assigned departments and understands their departmental workflows to advise on sound technological solutions.
• Gathers business requirements and use case information for consideration to IT Assessment Team for new applications and technology.
• Collaborates with Project Management and Facilities teams to ensure a successful move for departments to new locations.
• Adheres to all Carle Behavior Standards.

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance - and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation's highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world's first engineering-based medical school, and Health Alliance. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.