Support Engineer

Job Description: Service Desk Analyst

We are seeking a Service Desk Analyst responsible for delivering first-level IT support by managing and resolving end-user incidents and service requests. This role is critical to ensuring timely and efficient IT support for personal computing hardware, software, and business/clinical applications within the organization. The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a focus on customer service.

• Incident Management:

  • Answer incoming calls in a professional and courteous manner.
  • Record all customer requests for incident resolution, hardware/software support, and information within the incident tracking system.
  • Address incidents related to personal computing hardware, MS Windows, MS Office products, client access software, and various business/clinical applications.

• Issue Isolation and Resolution:

  • Identify the root cause of user issues and take appropriate steps to resolve them efficiently.
  • Perform corrective procedures for incidents within scope and access.
  • Ensure minimal escalations to second/third-level support by resolving issues at the first point of contact whenever possible.

• Escalation Management:

  • When necessary, escalate unresolved incidents to appropriate second or third-level support teams with accurate and detailed documentation.
  • Collaborate with other support staff to minimize future escalations and improve the efficiency of incident resolution.

• Goal Setting and Performance:

  • Collaborate with management to set measurable, achievable goals related to Service Desk support.
  • Consistently work towards meeting performance goals alongside the Service Desk team.

• Customer Satisfaction:

  • Work closely with internal departments to ensure high levels of customer satisfaction.
  • Provide guidance to Service Desk Analysts on technical and procedural issues to improve overall team performance.

• Documentation and Knowledge Sharing:

  • Identify and create troubleshooting procedures and documentation to aid in cross-training and improving support processes.
  • Maintain procedural documentation to ensure consistent and efficient handling of incidents.

• Project Support:

  • Participate in projects as assigned by the Manager to improve the Service Desk function.
  • Meet established quality standards and deadlines for all assigned tasks.

The following tasks are not part of the Service Desk Analyst role and will be managed by Froedtert or product vendors:

• Level 2 and Level 3 support.
• Enhancements, development, or fixes that require access to product code (managed by vendors with coordination support from Infinite).
• Hardware break-fix activities and backup of software or media.
• Production server installation or deployments.
• Changes to external systems.
• Epic account or application-related support questions.