IT Service Desk Analyst, Associate Aurora Health Care 600 reviews - Milwaukee, WI 53215 How You'll Make a Difference: Provides initial technical support to caregivers via phone with regards to computers, servers, applications and hardware issues. Assesses the nature of the problem and resolves using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary. Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications. Gathers information about the problem from the end-user by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user problem in order to resolve. Escalates problems requiring second-tier support. Analyzes basic problems and arrives at workable solutions. Provides callbacks or follow-up with the end user as necessary in order to "close" the problem and maintain a successful call closure rate. Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI). Escalates unresolved requests to second-tier support. Keeps clients informed of the status of their request if an immediate remedy is not available. Performs routine technical procedures to remedy issues or when requested. Assists with providing technical hints and tips to proactively assist customers. Interacts with other IT resources and business trainers to restore service and/or correct issues. Performs assigned security administration functions. What it Will Take: Licenses & Certifications None Required. Degrees High School Graduate. Required Functional Experience Typically requires 1 year of experience in customer service, call center, or Help Desk support role and a proficiency in one supported application. Knowledge, Skills & Abilities Strong interpersonal and customer service skills, as well as a basic understanding of call centers and call tracking system.Strong technical aptitude with the ability to learn quickly and support software applications.Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.Ability to manage multiple priorities in a dynamic work environment.Analytical and problem-solving skills.Strong verbal communication skills and the ability to interact with a diverse client population.Ability to use/manage a standard multiple-line telephone system.Ability to travel to off-sites to provide Help Desk application support for Aurora facilities.Ability to maintain confidentiality and work as a team. Scheduled Hours: 1st shift, 10 hour days. Wednesday thru Saturday 6am to 430pm, occasional holidays. Department: Service Desk Location Address: 3031 W Montana St Milwaukee, WI 53215-3627 Milwaukee At Aurora Health Care: We pride ourselves on taking care of our people. And not just our patients?we mean you, too. We help each other live well. When you work at Aurora, you get the chance to work with a dedicated team thats as passionate about the work as you are. Here, youll find limitless opportunities for ongoing learning, career advancement, competitive compensation and a stable work environment. But more than that, you have the opportunity to change lives?including your own. Diversity and inclusion matters at Aurora. We celebrate our differences and nurture an environment where everyone feels included. We know that when we reflect the communities we serve, when we embrace differences and bring our whole selves to work every day, we are working as one to build a healthier tomorrow for everyone. Aurora supports a safe, healthy and drug-free work environment through criminal background checks and pre-employment drug testing. We maintain a smoke-free environment at all our locations. We are an equal opportunity employer. 14 hours ago - save job - original job Apply On Company Site Other jobs you may like IT Support Specialist ETE REMAN - Milwaukee, WI 28 days ago IT Support Technician AE Business Solutions - Milwaukee, WI 21 days ago Easily apply IT Support Technician Murtech Consulting - Waukesha, WI 18 days ago Easily apply IT Support Technician (Help Desk)- Entry Leve... DRS Technologies - Milwaukee, WI 22 days ago Executive IT Support Specialist QTI Group - Milwaukee, WI 16 days ago * IT Service Desk Analyst jobs in Milwaukee, WI * Jobs at Aurora Health Care in Milwaukee, WI * IT Service Desk Analyst salaries in Milwaukee, WI Aurora Health Care Aurora Health Care 600 reviews Let employers find you Thousands of employers search for candidates on Indeed Upload Your Resume