Job Description

The Service Desk Analyst I will provide first line support for caregivers. This role follows standard processes and documents and resolves technical issues relating to hardware, software, network, or general computer usage. This role is responsible for fielding calls from caregivers, logging and updating incidents and following through to ensure resolution and closure of end-user support requests.

Job Duties & Responsibilities:

Hardware, software, network, or general computer usage. This role is responsible for fielding calls from caregivers, logging and updating incidents and following through to ensure resolution and


Capable of answering multi-line switchboard using clear and concise enunciation of AHS approved greeting. Must route all calls using AHS software and networked attendant consoles as well as IT Help Desk, Centrex Emergency lines, and individual phone extensions located at each station. All must be accomplished with a high degree of accuracy while meeting metrics, including a predetermined abandon rate. Maintains telephone line forwarding and unforwarding for mobile devices and landlines. Capable of hearing and understanding telephone callers, door intercom, and a variety of alarms in a noisy environment. Able to see and read a variety of alarm notifications in a variety of colors, whether shaded or unshaded, possibly flashing, and on lit or unlit backgrounds. Response to alarms must be immediate. Must possess the ability to hear, see, and then respond quickly to all codes from alarm notification systems. The ability to react appropriately under stress by following department and AHS policy responses is required. Codes and alarms include, but are not limited to: Code Blue Enunciators, Simplex Fire & Intrusion Alarm System aka Life Safety, Lenel Code Adam system, Medical Gas Alarms, Generator Power System, and Code Phone. Must accurately respond and convey correct information in code situations in ARMC, and other satellite Adena locations. Must Log this information in legible and accurate written and electronic format for review of daily events with time, date, and initials. Provide Information Technology Help Desk Level 1 After Hour services; reset passwords, and provide Account Lockout resolution for multiple applications. Assist After Hours IT callers as well as IT on call staff: Review, create, update, and assign e-tickets. Take patient telephones and minor PC peripheral devices to departments, as well as distributing them from the Command Center. Provide support for IT system backup or monitoring as well as IT Management approved IT related requests. Provides after hours answering service for Home Care Services for all Service Lines from 4 pm to 8 am Monday through Friday and all day Saturday, Sunday, and all major holidays. Receives and tracks calls. Assures patient receives assistance in a timely manner. Maintains on call information to make appropriate contact with Service Line personnel. Provides accurate and legible written and electronic documentation for auditing capability. Pages and contacts AHS personnel for general requests as well as special medical response teams using approved Health System codes, policies, and instructions. Contact is made utilizing the appropriate source. Provide communication assistance to Security Department for codes as well as monitoring cameras as requested, maintaining telephone line forward/unforward to mobile device(s), and notification of arrival/departure of funeral homes and Life Flights as needed. Liaison between emergency response groups such as police, sheriff, state patrol, fire departments, and AHS Security as needed. Maintains and updates the information related to employees and departments in the Switchboard application database. Provides Directory Assistance for both internal and external customers. May be required to assist in requesting, processing, and maintaining mass casualty contact information three times annually for all AHS employees and physicians. Provide loaner pagers to staff as needed, tracking their use with the log in/out book provided. Update databases for new, transferred, or terminated pager telephone numbers. May also provide pager activation, transfer, group assignment and deactivation as well as troubleshoot problems with vendors and end users. Scan and/or file signed documents for pagers. Provides general patient information to callers when Volunteer Staff are unavailable, including set hours of 8 pm to 8 am daily. Provide callers with minimal information relating to appointments by using current AHS application. HIPAA observed according to all AHS policies and directives.

Education Requirements:

Highschool Diploma 1-2 years Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) Experience working with a knowledge base or knowledge tool * Related Technical Support, Help Desk or Service Desk experience in an IT setting