El Rio Health

The IT Service Desk Analyst I provides support on multiple functional systems that range from entry-level to a moderate level of complexity. As the departmental first point of contact, provides support to end users of the El Rio Health computer systems to resolve application, hardware configuration and various support issues. Ensures proper routing of all customers’ service requests. Responsible for proper verbal and written communications regarding outages, maintenance, and other items to customers in the organization.

Essential Job Functions:

• Works with users to triage/resolve application, IT hardware configuration and common network support issues by phone or through the use of remote access software to understand, research, troubleshoot, resolve, or escalate issues, including but not limited to:
  1. Resetting of user passwords
  2. Wired and wireless network connectivity issues
  3. Minor printer and IT hardware configuration issues
  4. User software problems and escalating/documenting system level and other critical information system issues.
• Creates incidents in ticket system using email, phone, or other communication methods utilizing a high degree of accuracy.
• Triages incidents for context, content, quality, and clarity, then assigns the ticket to appropriate staff if unable to solve the issue with the user over the phone.
• Supports El Rio IT systems by providing first contact help desk assistance to enterprise computer users.
• Demonstrates an exceptional level of customer service; answering and responding to all incoming calls, emails, and inquires in a timely and effective manner, responds to requests for support providing general information in response to inquiries.
• Utilizes all appropriate knowledge management tools and practices in order to provide the more effective and efficient service to customers.
• Documents issues and resolutions in a clear, concise, and timely manner.
• Understands how and when to escalate issues to the next level of support or to management.
• Follows all standardized practices and processes defined by manager or supervisor.
• Maintains up to date knowledge of systems and keeps information confidential.
• Maintains HIPAA and system security at the forefront of all communications to/from the IT department.
• Maintains downtime logs, with particular emphasis on critical clinical information system servers and services.
• Performs all assigned administrative projects, duties, tasks, responsibilities, and assignments to support department operations within established timeframes.

Minimum Education and Experience:

• High School Diploma or GED
• Six (6) months of related customer service experience.
• Six (6) months of related IT support experience.
• Six (6) months experience working with MSOffice products (Word, Excel, Outlook etc.)
• Six (6) months experience working with Windows operating system.

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Required Licenses, Certifications, and Registrations:

• None

Preferred Education, Experience, Skills, Abilities:

• Associate Degree in Information Technology or a related field from an accredited college or university.
• One (1) year experience with Microsoft Applications (Visio, Power Point, Share Point).
• Understanding of the Information Technology Infrastructure Library (I.T.I.L.) practices.
• Comp TIAA+
• Comp TIANet+
• Comp TIASec+
• Bilingual (English/Spanish) with the ability to speak, read and write in both languages

Reasonable accommodations may be made to enable individuals with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for sincerely held religious beliefs, observances, and practices to perform the essential functions of the job.

El Rio Health does not discriminate based on race, color, religion, sex (including pregnancy, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

El Rio Health requires all employees to have a Level One Fingerprint Clearance card. A.R.S. 36.425.03. If the prospective employee does not possess this prior to hire, fingerprint application must be completed within 7 days post hire. Level One (1) Non-IVP Fingerprint Clearance card must be received within 30 days after applying for the fingerprint card.

All employees are strongly recommended to obtain COVID 19 and maintain vaccination status (i.e., as recommended by CDC and/or other public health agencies) to include an Influenza vaccination. Personnel who decline to receive COVID 19 and/or flu vaccination per most recent CDC recommendations will be recommended to wear a facemask while in an El Rio Health facility, including both clinical and non-clinical areas from November 1 to April 30 (subject to change depending on viral activity). Subject to exemptions and accommodations when required by law.

All employees are required to undergo drug testing prior to employment and will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

El Rio Health is a non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards. El Rio Health is an equal opportunity employer.