Service Desk Analyst

Job description

The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between **Planned Parenthood affiliates across the United States.** CHN is looking for individuals who are committed to supporting our shared goal of strengthening and **enhancing our awareness and commitment to advancing the cause of health equity**in our organization. The Service Desk Analyst will be an integral member of our services team that will provide onsite support across multiple-member locations. The role will be responsible for the **full lifecycle of process and procedure management**, ticket and service support, and escalation management. This role will have high visibility and impact as you will play a key role in how our staff experience technology at CHN. The position will be engaged in activities related to the technical support, design, and delivery of end user computing technologies, automation, and scripting/coding. The individual will be self-motivated, and able to work with minimal supervision and a passion to learn new technologies and be willing to experiment. **Looking for a candidate with experience and interest in leading the full lifecycle of service process and procedures, including authoring and creating new process and procedures.** ### Essential Functions - Lead the full lifecycle ownership of processes, procedures, and standards as assigned - Champion and adhere to processes, procedures, security, and architectural standards - Provide Tier 2-3 support, on escalated incidents from our helpdesk related to our workstation and mobile environments, including support for hardware, operating systems, drivers, and applications - Assist with software deployments, application packaging, scripting, operating systems deployments, computer imaging, and security for end user computing devices - Serve as the point of contact to the affiliate operations leader for respective service area; re-directing service issues through the existing service model. Triaging escalated tickets to the appropriate members of the service team - Develop and maintain login scripts, utility scripts, and other tools using PowerShell, VBS, and other relevant programming languages - Assist with the development of roadmaps, documentation, and takes ownership for various end user computing solutions (hardware, operating systems, Microsoft Office, SCCM, Microsoft Intune, Vulnerability / patch management, VDI, etc.) - Manage and maintain positive working relationships with vendors and customers ensuring service delivery meets agreed quality standards - Manage remote hands resources dispatched to your service area - Assist with capacity planning and yearly budgeting - Assist with projects from idea generation to implementation, including selection, recommendation, design, testing, and implementation of various solutions - Compatibility and QA testing of applications, operating systems, and application packages - Administration of end user computing solutions, including SCCM, Intune, and various technologies - As needed participation in after-hours maintenance windows to update, change, and install various systems - Produce, maintain and update technical documentation related the end user computing environment - Upholds organizational values and standards, while proactively seeking ways to improve efficiency, equity, and service excellence - Ensure compliance with all CHN and affiliate policies, as well as all state and federal regulations - Provides positive and development feedback and accountability related to all practices - Demonstrates commitment to CHN and Planned Parenthood’s health equity mission, with emphasis on racial equity and community accountability. Demonstrates dedication to learning about racial equity and addressing structural racism in healthcare - Consistently delivers high-quality results using sound judgment and data-driven decisions. Prioritizes customer needs by providing prompt, accurate service to all stakeholders ***The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.*** ### Qualifications (Required) - Associate’s degree in Computer Science (or related field), or comparable experience - Excellent customer service skills - Demonstrated ability to maintain a customer-centric service approach in a fast-paced environment - Microsoft Windows 10 and Microsoft Office support and troubleshooting experience - Experience troubleshooting hardware, software, and driver issues - Microsoft System Center Configuration Manager (SCCM) experience - Vulnerability and patch management systems - Application packaging experience (i.e. Flexera AdminStudio, InstallShield, etc.) - PowerShell, automation, and scripting skills - Mobile Device Management (MDM), including Microsoft Intune - Strong analytical and problem-solving abilities - Proficiency with Microsoft software (Excel, etc.) - Excellent written and verbal communication skills and ability to collaborate and interact with all levels within and outside of CHN if necessary - Strong attention to detail and follow-up; and ability to multi-task in a fast-paced environment - Demonstrated dedication to Planned Parenthood’s mission, vision, and values - Strong interpersonal skills and the ability to build relationships with stakeholders, including end users, vendor dispatched remote hands, and IT coworkers - Excellent time management, and problem-solving skills - If applicable, willingness to travel in accordance with the needs of the position, as outlined in the essential functions. Compliance with all CHN travel policies, including safety guidelines while operating a personal vehicle ### Qualifications (Preferred) - Bachelor’s degree - Experience working in high pressure situations and adhering to strict timelines - Ability to collaborate with teams made up of internal and external stakeholders ### Key Requirements - Commitment to advancing race and equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society - Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions - Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn - Strong sense of accountability to equitable practices - Understanding of the impact of identity dynamics on organizational culture - Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards