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Sr Service Desk Analyst Job in Akron, Ohio US

Job Summary

Akron, OH
Government and Military
Job Type
Full Time
Years of Experience
2+ to 5 Years
Job Reference Code

Sr Service Desk Analyst

About the Job

About Akron Children's Hospital

Akron Children's Hospital has been caring for children since 1890, and our pediatric specialties are ranked among the nation's best by U.S. News & World Report. With two hospital campuses, regional health centers and more than 50 primary and specialty care locations throughout Ohio, we're making it easier for today's busy families to find the high-quality care they need. In 2020, our health care system provided more than 1.1 million patient encounters. We also operate neonatal and pediatric units in the hospitals of our regional health care partners. Every year, our Children's Home Care Group nurses provide thousands of in-home visits, and our School Health nurses manage clinic visits for students from preschool through high school. With our Quick Care Online virtual visits and Akron Children's Anywhere app, we're here for families whenever and wherever they need us. Learn more at .

To treat every child as we would our own
To treat others as they would like to be treated
To turn no child away for any reason

Prior to the start date, full COVID-19 vaccination is required for employment. Full vaccination is defined as 14 days after the last received vaccination. Boosters are excluded from this requirement.

We are seeking people who are committed to fostering a diverse environment in which patients, family and staff from a variety of backgrounds, cultures, and personal experiences are welcomed, included and can thrive.


The Senior Service Desk Analyst provides service desk assistance and technical support via phone, email and ITSM application to resolve IS related customer incidents and service requests.  Also provides support to Service Desk Analyst position as necessary as escalation for complex support issues.  Functions as escalation for support of complex Operations tasks.


 Provides Level II service desk support for complex issues to resolution at first level and escalates issues to Technical Support Partners as appropriate.
Provides Level I service desk support via phone, email and ITSM application for incidents and service requests to resolution at first call.
Provides support to Service Desk Analyst position as necessary.
Documents, tracks, and monitors the incidents to ensure timely resolution.
Troubleshoots using experience and judgment, standard work instructions and remote tools to manage and resolve incidents and achieves Service Desk goals
Monitors server alerts, network alerts, sensor alerts and other systems and works with Technical Support Partners to resolve problems as directed.
Works with and monitors the performance of Technical Support Partners to ensure incidents are resolved in a timely manner.
Participates in periodic support review meetings with technical support partners to discuss issues, concerns, and enhancements to the overall support process.
May function as Incident/Problem Management Analyst.
Processes all Operations jobs and distributes reports within the assigned shift and troubleshoots operations' issues on the AS/400 and servers/network as directed.
Uses good judgement to prioritize duties in the event of unplanned downtime of any equipment or service and communicates problems and status updates to ISD on-call resources, ISD leadership, and organization as appropriate.
Notifies staff required to resolve issues via preferred contact methods (pager/cell/phone) and takes necessary steps to get them involved, following established escalation procedures if necessary.
Other duties as required.

 Technical Expertise
 Experience in providing end-user computer support and data center operations is required.
Experience with multiple types of operating systems, such as AS/400, AIX, Microsoft Server is preferred.
Ability to prove and maintain extensive proficiency in two or more major support areas [PCs, Network, Applications] by established skills assessment methods is required.
Experience working with all levels within an organization is required.
Experience in healthcare is preferred.
Proficiency in Microsoft operating systems and desktop applications or similar software is required.
Good oral/written communication skills using proper grammar.
Ability to create, read and follow written procedures and verbal instructions.

Education and Experience
 Education: High School Diploma or equivalent is required; Associate degree is preferred.
Certification: Help Desk Institute and ITIL Foundations certifications are required; A+ certification or other related professional certifications is preferred.
Years of relevant experience: Minimum of four (4) years required.
Years of experience supervising: None; Able to work without direct supervision.

Full Time

FTE:  1.000000

Akron Children's Hospital is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.

EEO is the law, please click/copy paste the link below to learn more:

Akron Children's Hospital is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.
EEO is the law, please click/copy paste the link below to learn more:

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