IT Service Desk Analyst

Rural Health, Inc. is seeking a full-time IT Service Desk Analyst to join our Information Technology Department. This position plays an important role in supporting daily technology operations across the organization, including employee support, patient-facing technology needs, system access, hardware/software troubleshooting, cybersecurity awareness, vendor coordination, and the implementation of new technology., Provide first and secondary level IT support for staff across multiple departments and locations.

Respond to service requests involving computers, phones, printers, scanners, software, user accounts, network access, email, EHR-related support, and other business systems.

Support patient-related technology needs when appropriate, including issues involving patient communication systems, check-in workflows, portal-related concerns, telehealth support, and other patient-facing technology tools.

Follow escalation procedures and assign issues to the appropriate IT team member, vendor, or support resource when needed.

Document issues, resolutions, follow-up steps, and recurring problems in the appropriate tracking systems.

Assist with onboarding and offboarding technology needs such as user setup, access changes, equipment preparation, and account removal.

Help monitor, identify, and report cybersecurity concerns. This includes suspicious activity, phishing attempts, access issues, and potential security incidents.

Assist with installing security updates, endpoint protection, software patches, and other measures to help protect systems and information.

Help maintain audit logs, asset records, software records, equipment inventory, and other IT documentation.

Maintain patient and business confidentiality at all times.

Comply with the Rural Health, Inc. Standard of Conduct, Compliance Program, HIPAA, policies, procedures, and all applicable privacy/security requirements.

Perform other duties as assigned by the Chief Information Officer to support the organizations goal of providing quality healthcare services.

WORK ENVIRONMENT:

This position supports a busy healthcare organization where technology directly impacts staff productivity, patient care, communication, and daily operations. The ideal candidate must be dependable, responsive, organized, and comfortable handling a wide variety of requests throughout the day.

This role may require moving between departments or locations, assisting users at their workstations, coordinating with outside vendors, and responding to urgent issues that affect business operations or patient care.

This position may also assist with the organizations continued growth and modernization.

• Excellent customer service, communication and organizational skills.
• Strong technical knowledge.
• Ability to support both technical and non-technical employees who are having technical issues in a fast-paced healthcare environment.
• Ability to work well in a team environment.
• Professional attitude and ability to work well under pressure.
• Bachelor’s degree in related field required or 5 years of equivalent work experience.

PREFERRED QUALIFICATIONS:

• Previous IT help desk, service desk, or desktop support expertise.
• Experience supporting Windows desktop environments.
• Healthcare IT experience.
• Experience with EHR systems, phone systems, printers, networking, cybersecurity, or vendor support.
• Minimum 4 year of professional IT support.
• Minimum 2 years of experience in a healthcare environment is preferred., * Bachelor’s (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance