IT Service Analyst III - Grand Forks, United States - Greater Grand Forks

Description

Location:
Altru 1300 Columbia1300 S. Columbia Rd.
Grand Forks, ND 58201


Summary:

The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests.

Provide top level IT support and technical assistance for incoming calls and tickets related to computer systems, software, hardware and the phone system.

Document and manage calls in our ticketing system. Act as the primary point of contact for customer service issues and requests. Gain and acquire extensive knowledge of our diverse array of computer systems, equipment, applications, and services. Provide solutions to a wide array of day-to-day issues and requests.

Take responsibility for issues or requests and ensure that proper resources are deployed and a resolution or fulfillment is provided.

Work closely with staff to manage time sensitive projects and tasks.

Work with the Technical Support and Application Support teams to complete projects, troubleshoot issues, and bring back extensive knowledge to our team and document into our Service Now System.

Help assist with the onboarding and training of new employees.


Essential Job Functions:
Provides phone queue coverage. Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures. Fulfills customer requests in an effective, efficient, and acceptable fashion. Troubleshoots and resolves issues in an appropriate timeframe.

Demonstrates the ability to prioritize job duties and requirements in order to meet the customer's needs.

Documents all appropriate activities using current IT Service Management tools. Assists with appropriate knowledge creation and maintenance in current knowledge base system.

Participates in projects and completes tasks within scheduled time. Assists in maintaining customer accounts.

Develops advanced support knowledge for most systems and hardware (computers phones and printers).

Helps with onboarding/training of new employees.

Leads various projects for the team.

Works with Technical Support to be hands on assistance.

Assistance with facilitating IT projects and facility moves.

Performs other duties as assigned or needed to meet the needs of the

department/organization.


Certifications:

Driver's License with Acceptable Driving Record | Driver's License - Current State Licensed | Prior to Start Date | HR Primary Sources.

Education:

Preferred:
Bachelors - Computer and Information Science- OR -Bachelors - Related Field


Work Experience:

Required:
A minimum of 6 years Related Experience

Physical Demand



s :

Sit:
Frequently (34-66%)


Stand:
Occasionally (5-33%)


Walk:
Occasionally (5-33%)


Stoop/Bend:
Occasionally (5-33%)


Reach:
Frequently (34-66%)


Crawl:
Rarely (1-4%)


Squat/Crouch/Kneel:
Occasionally (5-33%)


Twist:
Occasionally (5-33%)


Handle/Finger/Feel:
Continuously %)


See:
Continuously %)


Hear:
Continuously %)


Weight Demands:

• Lift -Floor to

Waist Level:
Sedentary (


Working Conditions:

Indoor:
Continuously %)


Outdoor:
Not Applicable

Extreme Temperature:
Not Applicable


Driving Requirement Definitions:

Professional Drivers:
Persons who drive as their main responsibility OR transport passengers or hazardous materials.

Frequent Drivers:
Persons whose main responsibility is not driving, but drive daily or almost daily.
Occasional Driver

s :
Persons who drive from once per month to as frequently as once per week.

Infrequent Drivers:
Persons who are generally not expected to drive.

Driving Requirement for this position:

Occasional DriverReference ID:
R3696

About Us

Join our team. We care for one another.

Find out why we've been voted one of Prairie Business Magazine's 50 Best Places to Work for three years in a row.

Do what you love. Make a difference.

Join our team of health professionals and support staff committed to caring for the region for more than 130 years.

At Altru, we are serious about providing an exceptional patient experience and positively impacting the communities we serve. Our physician led, community-owned, not-for-profit health system serves over 225,000 residents in northeast North Dakota and northwest Minnesota. We are a proud member of the Mayo Clinic Care Network.

Our employees are knowledgeable, dedicated, hardworking, trustworthy and self disciplined.
Altru is an Equal Opportunity Employer. Learn more or to request a copy of our Equal Employment Opportunity and Eligibility policy

and Affirmative Action Plan

at no charge, please contact Altru's Human Resources Department or Additionally, the following poster is available through the Department of Labor: Know Your Rights

.

Altru participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Reasonable Accommodations

Altru provides reasonable accommodations to individuals with disabilities to increase opportunities and eliminate barriers to employment. If you need a reasonable accommodation in the application process to access job postings, to apply for a job, for a job interview, for pre-employment testing, or with the onboarding process, please contact Altru's Human Resources Department or

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