End User Support Analyst II - Service Desk

POSITION SUMMARY 

The End User Support Analyst II serves as an experienced front-line Information Technology (IT) support resource, providing high-quality technical assistance to end users in a primarily remote, call center-based environment. The End User Support Analyst II responsible for resolving a broad range of technical issues through remote support, managing support tickets, and delivering a consistent and positive customer experience aligned with Health First’s ICARE values. The End User Support Analyst II builds foundational support skills, and handles more complex issues, performs advanced troubleshooting, and provides guidance to team members when needed. The End User Support Analyst II supports enterprise applications, maintains system functionality, and ensures adherence to security and support standards. The End User Support Analyst II is a highly visible position requiring strong technical, communication, and customer service skills. The End User Support Analyst II requires flexibility in scheduling, including shift work and potential on-call responsibilities.  

PRIMARY ACCOUNTABILITIES  

1. Serves as a primary point of contact for Information Technology support requests received through phone, ticketing systems, and the self-service portal. 
2. Diagnoses and resolves hardware, software, network, and application issues using remote support tools and performs intermediate to advanced troubleshooting prior to escalation. 
3. Escalates issues to appropriate teams following proper troubleshooting and documentation to support timely resolution. 
4. Logs, tracks, and manages incidents and service requests accurately within the ticketing system. 
5. Monitors ticket queues, including Tier 2 queues, to ensure timely triage, follow-up, assignment, and resolution in accordance with service level agreements. 
6. Ensures tickets are fully documented with clear troubleshooting steps and outcomes and identifies recurring issues or trends for escalation as appropriate. 
7. Utilizes and contributes to knowledge base content by creating, updating, or flagging articles to support effective issue resolution and continuous improvement. 
8. Monitors, triages, and assigns incoming tickets from the self-service portal to support efficient workflow management. 
9. Delivers professional, courteous, and effective customer service and communicates technical solutions in a clear, user-friendly manner. 
10. Follows standard call handling procedures, including greeting, issue confirmation, and closure, and resolves tickets at First Contact Resolution whenever possible. 
11. Collaborates with cross-functional Information Technology teams to resolve complex issues and participates in ongoing technical and customer service training. 
12. Adheres to information security policies and procedures, protects system and data confidentiality and integrity, escalates security risks or incidents appropriately, and demonstrates proficiency with artificial intelligence-enabled tools and technologies. 

MINIMUM QUALIFICATIONS  

• Education: High School Diploma or equivalent 
• Work Experience:  

1. Four (4) years of customer service or call center IT support experience 
2. Six (6) months of informal coaching, peer support or onboarding assistance. 

• Licensure: None 
• Certification: Must obtain and maintain one of the following certification pathways: 

1. Option 1: Health Desk Institute (HDI) Service Center Analyst Certification within six (6) months of start date and maintained AND maintain a current CompTIA Fundamentals+, equivalent Microsoft, International Information System Security Certification Consortium, Inc. (ISC) or other industry certification.  
2. OR Option 2: MyChart PX 100 Patient Experience Fundamentals within six (6) months of start date and maintained.  

• Skills/Knowledge/Abilities: 

1. Troubleshooting skills across desktop systems, applications, and basic networking  
2. Strong verbal and written communication skills  
3. Ability to manage multiple tasks in a fast-paced environment Ability to explain technical concepts to non-technical users  
4. Analytical and problem-solving skills 
5. Knowledge of customer service principles, technical troubleshooting practices, communication methods, and team collaboration. 
6. Skill in customer service, technical troubleshooting, communication, time management, multitasking, attention to detail, and informal peer coaching. 
7. Ability to manage multiple priorities, communicate effectively, solve problems, collaborate with others, and provide informal guidance to teammates. 
8. Must be able to sit/stand at a workstation and take phone calls for extended durations   
9. Must be able to handle stressful and dynamic work situations while contributing to a team environment  
10. Flexibility to work various shifts, including evenings, weekends, and on-call rotations 

PREFERRED QUALIFICATIONS  

• Education: Associate’s degree in information technology or related field. 
• Skills/Knowledge/Abilities:  

1. Strong knowledge of Microsoft Windows OS and common business applications (e.g., Microsoft 365)   
2. Experience with remote support tools and ticketing systems 
3. Strong problem-solving and analytical abilities Experience in healthcare IT environments 
4. Strong communication, mentoring and critical thinking skills 

PHYSICAL REQUIREMENTS 

• Physically agile; may require walking, standing, running, bending, stooping, kneeling, climbing, or crouching frequently. 
• May occasionally include lifting or moving objects up to 50 pounds, with or without assistance.  
• May require moving in different positions to accomplish tasks in various environments including tight and confined spaces, including reaching out and above shoulders, or overhead. 
• May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift. 
• May be exposed to inside and outside environments with varied temperatures, air quality, lighting, and/or low to loud noise.  
• May require working with biohazards such as blood/body fluids and airborne particles following OSHA and CDC guidelines. 
• Communicating with others to exchange information. 
• Visual acuity and hand-eye coordination to perform tasks. 
• Workspace may vary from open to confined. 
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle. 

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.