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Service Desk Analyst

Benefits Eligibility (Employment Type):  Full-time benefits (32-40 hours per week)
Shift Type:  Variable
Shift Length:  Variable
Primary Location (City):  Vancouver
State:  WA

PeaceHealth is seeking a Service Desk Analyst for a 1.0 full time equivalent Non-Exempt position. This position will be working Variable shift with shift durations of Variable.

Req ID: 179526



Provides first level support for technology issues for all caregivers including physicians and clinicians. Provides support for technology service issues and including support of the Epic  electronic health record application, printing, computer, and telephone technology issues. Provides timely resolution of technology support issues or is able to escalate issues on behalf of caregivers to appropriate technical support personnel.  Assists with documenting new processes and updating existing processes which includes working with other departmental teams on process improvement initiatives and gaining understanding of workflows.   


1.    Serves as first point of contact for the PeaceHealth caregivers and extrernal customers who use PeaceHealth networks or our Epic application and require technical support or troubleshooting.  Provides support and resolution or excalation for basic end user issues on any aspect of use of information systems including computer hardware, operating systems, applications and network.  
2.    Conducts initial assessment, triage, research, and resolution of basic incidents and service requests regarding the use of application software products and/or infrastructure components via phone, email and on-line submissions, to ensure that all pertinent information is obtained to facilitate resolution.
3.    Logs detailed descriptions of service request, incidents and problems in ticketing system and resolves, or when neceisary, assigns tickets to other technical teams as needed.
4.    Provides virtual desktop type technical function support and troubleshooting services to end-users who need assistance with their computer hardware or software.
5.    Creates knowledge articles and documentation related to service desk responsibilities and support to maintain updated shared service desk resource documentation.

6.    Collaborates with other members of the PeaceHealth technical support teams to facilitate troubleshooting and ensure a quality customer service experience.  Monitors changes in upgrades of technologies and applications including Epic.  
7.    Monitors service desk activities during assigned shift to identify real-time trends and problems and ensure appropriate responses.
8.    Performs other duties as assigned.


EDUCATION: High school diploma required. Bachelor’s or Associate’s degree in computer science preferred.   


    A minimum of 2 years experience in a service desk environment required.
    Clinical healthcare experience preferred.

LICENSE/CERTIFICATION: Epic certification in one or more specified clinical area required; if not Epic certified at time of hire, certification requirements must be satisfied as directed by Manager, Service Desk and within specific time parameters. 



    Experience or exposure to Epic electronic health records applications: build, configuration, master file maintenance (procedures, decision support), administration, workflows, printing, and interfaces is preferred. 
    Strong interpersonal and customer support skills including a clear speaking voice with excellent diction and tone.
    Strong organization skills and ability to prioritize work to complete tasks in a timely manner.
    Skilled in core Microsoft Office suite of products.  Expertise in the use of spreadsheets and data extraction.
    Knowledge of medical terminology; ability to analyze and interpret clinical documentation.
    Knowledge of or experience working with issue management and tracking systems and related service desk management and monitoring tools.
    Knowledge of support for personal computer hardware, personal computer software, printers, telephony devices, etc.
    Ability to work as a team member.
    Strong analytical and problem solving skills, with the ability to make decisions and maintain a positive influence in potentially high stress situations.
    Ability to develop documentation at a technical and user level.


For full consideration of your skills and abilities, please attach a current resume with your application.


About Us

PeaceHealth, based in Vancouver, WA, is a not-for-profit Catholic health system employing approximately 16,000 caregivers, a multi-specialty medical group practice with more than 1,200 providers and 10 medical centers serving both urban and rural communities in Washington, Oregon, Alaska.  In 1890, the Sisters of St. Joseph of Peace founded what has become PeaceHealth. Today, the legacy of its founding Sisters continues with a spirit of respect, stewardship, collaboration and social justice in fulfilling its Mission. 


Get a feeling for the Spirit of PeaceHealth through this three-minute video, and visit us on Facebook or LinkedIn!  We offer competitive compensation, a robust benefits package and a collaborative, Mission-driven work environment!


To learn more please visit: jobs.peacehealth.org.  Questions? Review our Employment FAQ or email Recruitment@peacehealth.org. Please note this email does not accept resumes or applications.


Location: Vancouver, Shared Services Center (802)
Job Category:  Business, Administrative & Facilities 
Shift:  Variable
Shift Length: Variable
FTE: 1.0
Work Type:  Full Time
Required Certifications/Licensure: 


PeaceHealth is committed to providing equal employment opportunities to all qualified job applicants and employees without regard to the following statuses: protected veteran, qualified individual with a disability, race, ethnicity, religion, gender, pregnancy, gender identity, national origin, age, genetic information, sexual orientation, or any other protected status in accordance with local, state, or federal laws.


The above information is intended to indicate the general nature and level of work performed by this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of caregivers assigned to this job.

Nearest Major Market: Portland Oregon
Nearest Secondary Market: Tacoma

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