Open position

Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Non-Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

The Service Desk Analyst, Tier 2 provides advanced technical support to end users using various clinical, administrative, and technical systems. The Tier 2 Service Desk Analyst acts as an escalation point for the Tier 1 Service Desk Analyst and interacts with all levels of BILH colleagues. The Analyst, Tier 2 requires strong troubleshooting skills and familiarity with healthcare applications such as EPIC. Tier 2 Service Desk Analyst ensures proper operation and support of PCs, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications and demonstrates the ability to work efficiently under pressure. Must be able to find answers from documented solutions and research technical issues to resolution. Delivering world-class support services across all BILH entities and its affiliates. Using ServiceNow, this Tier 2 support position is responsible for all aspects of customer requests and incident management. This includes logging, triaging, resolving, and timely follow-up of service requests/incidents. Tier 2 Service Desk Analyst will manage EPIC EHR escalations from Service Desk Tier 1 and ensure proper assignment to the EPIC team as required.

Job Description:

Primary Responsibilities:

1. Install, remove, troubleshoot, and support all licensed and unlicensed software, including Microsoft Office Suite, Visio, Access, Adobe Acrobat, Power BI, Avaya, etc. 

2. Manage all O365 administrative functions, including but not limited to the creation, deletion, renaming, and managing all settings for the following items: Distribution lists, Shared mailboxes, Creating Shared Inboxes, Teams, Calendar Resources, Guest Access, Requesting Guest Accounts, Audio Conference, Requesting Dial-In Number, and Out of Office Processes.

3. Diagnose, troubleshoot, and resolve complex technical issues that Tier 1 Analysts cannot, including hardware, software, network, and application issues. Act as an escalation point for Tier 1 and customer escalation issues. Offer mentorship and guidance for resolving technical issues.

4. Address, diagnose, and resolve advanced issues related to desktops, laptops, mobile devices, network connectivity, and peripheral devices such as printers, scanners, and monitors. Advanced knowledge of desktop issues related to profiles, group policies, and local system configurations is required.

5. Address, diagnose, and resolve advanced issues related to security issues, system access, passwords, and authentication for all applications, including Epic EHR.

6. Collaborate with Tier 3 engineers and specialized support teams when necessary to resolve more intricate issues. Exhibit competence, commitment, and accountability to coordinate colleague IT support issues ensure a timely response, achieve positive outcomes and accurately identify when issues should be escalated to SMEs (Subject Matter Experts) and/or management.

7. Demonstrate an understanding of network-related activities and support, including but not limited to IP and DNS, including whitelisting of MAC addresses on the BILH network.

8. Maintains professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc., to maintain the highest level of technical skills possible. Participates in cross-training, mentoring, and training senior staff.

9. Maintains an understanding of BILH clinical and core applications, including EPIC EHR, with the skill/ability to troubleshoot and resolve performance, access, and interoperability issues. Performs assessments and diagnoses problems using remote tools, with the skill/ability to perform fixes and installations. Trains and helps onboard new team members.

10. Maintains an understanding of best practices regarding Cybersecurity to quickly identify potential business-impacting vulnerabilities/threats.

11. Contributes and may lead to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.

12. Responsible for hosting, initiating, and contributing to the Major Incident Management/Critical Incident Management process.

13. Respond, resolve, and route all ServiceNow customer chat interactions for the entire BILH organization. 

Required Qualifications:

1. High School Diploma or GED required

2. ITIL 4 Certification preferred. Experience Supporting EPIC EHR preferred.

3. A minimum of 4 years of Service Desk support experience providing successful technical support services in a multi-platform, medium to large-scale computing environment troubleshooting software, hardware, network issues, and data communication devices.

4. Proven knowledge of and hands-on experience with workstation operating systems, applications, hardware, and systems integration.

5. Proven customer service, interpersonal, and verbal and written communication skills. 

6. Proven ability to balance multiple assignments daily and manage time appropriately with minimal supervision. 

7. Proven ability to maintain a professional demeanor under stress.

8. Proven ability to operate effectively in a team environment. 

9. Advanced Knowledge of Microsoft infrastructure (Windows, Active Directory, Microsoft O365 Administrative Suite, Microsoft Office Suite, etc.)

10. Experience Supporting EPIC EHR at any level

11. Excellent problem-solving skills: ability to visualize a problem or situation and think abstractly with often limited information to solve it is necessary.

12. Must have strong customer focus, initiative, self-direction, and a commitment to customer service and customer communication.

13. Ability to communicate effectively, verbally and written, with technical and non-technical staff.

14. Knowledge of system tools such as Bomgar, Active Directory, Citrix, Remote Desktop, Ivanti Management, etc.

15. Knowledge of wireless networking, mobile devices, and tablets (all varieties)

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled