Position Title: IT Service Desk Analyst III
Req ID: 5001187208200
Location: Addison, Texas, United States
Position Details

At Solis Mammography, we save lives. We shape the future of women's health. We are empowered, appreciated, and part of something bigger. Together, we deliver compassionate, exceptional care. Every patient. Every time.

Our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. As the nation's leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization.

Job Description

IT Service Desk Analyst III

Looking to elevate your career? Join us!

Work Location: Hybrid in Addison, TX
Work Hours: Full-Time, 40 hours per week

Department Highlights:

• Ability to work collaboratively in multiple areas within the organization.
• Opportunity to work with cutting edge technology.
• Fast paced working environment that allows for new learning opportunities.

Here is what you will need:

• 5+ years of experience and/or a college degree in IT with the following skills:
• ITIL training and experience
• Background in incident and problem management
• Supporting an environment that utilizes Windows 10/11, macOS and IOS
• Supporting Microsoft Office End User experience
• Intermediate knowledge of Group Policy, Active Directory Administration
• Intermediate knowledge of workstation imaging systems (e.g., SCCM, KACE)
• Advanced knowledge of hardware troubleshooting in a service desk environment
• Experience troubleshooting branch network related issues.
• Advanced knowledge of Windows Server Roles, Services and Features.
• Advanced troubleshooting of enterprise level printing and faxing.
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.)
• Ability to train and coach team members.
• Strong communication, critical thinking, and interpersonal skills
• Prior experience in a Healthcare technical environment preferred
• Prior experience supporting clinical applications (e.g., PACS, RIS, HIS, MRS)
• College degree in a relevant IT field preferred

A Day in the Life of an IT Service Desk Analyst III:

• Acts as the routine escalation point, receiving and handling requests for support.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Monitors service delivery channels and collects performance data.
• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
• Understands, promotes, and demonstrates the Solis Way
• Provides third level technical support to end users for technology-related issues through escalations by the second level team
• Serves as the Subject Matter Expert of products/software - independent research, problem solving, and vendor management
• Ensures proper documentation for each interaction and escalates when necessary to appropriate parties
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Provides quality standard verification on Tier I & II documentation and troubleshooting and gives constructive feedback directly to Tier I & II team members on improvement opportunities
• Initializes critical incident management process through problem management and communicates impact to the organization
• Contributes to the IT Knowledge Base and approves newly submitted or updated solutions to resolve end-user incidents or service requests
• Facilitates knowledge transfer from other teams and provides training to the Tier I & II team members
• Has oversight for the identity management process, including user onboarding, transfers, and offboarding
• Provides as needed backup of Tier I & II by directly supporting end-users through phone, email, and web portal
• Procures and oversees configuration of new or replacement workstations, parts, and supplies
• Assists Systems Engineers with software deployment, updates, and troubleshooting as needed
• Aids with new site buildouts with as needed hands-on support
• Provides after-hours and on-call coverage for IT systems as required by IT management
• Must be flexible in work hours and strive for customer service excellence

Why Solis Mammography?

• A Great Place to Work for multiple years in a row!
• Offer competitive benefits such as Medical, Dental, Vision, 401k, PTO, Supplemental Maternity Pay, Backup Child/Adult Care as well as other unique benefits

Area of Interest: Corporate Office and Leadership

Position Type: Full Time

Salary Hourly: Salaried