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# Service Desk Analyst - Information Technology - Flex 0.5 (40 hrs biweekly)

- **Company:** Memorial Health System
- **Location:** Reno, OH, United States
- **Contract:** Permanent contract
- **Skills:** Health Informatics, Computer Literacy, Virtual Private Networks (VPN), Citrix Systems, Information Technology, User Identification, Server Operating Systems & Platforms
- **Published:** October 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=195c134dcfe44cd9

## About the Role

* High School Diploma, GED or equivalent required.
 * Associates Degree in CS/IT preferred.
 * Minimum of 1 year of experience in a service desk environment preferred.
 * Experience resolving escalated customer and vendor issues preferred.
 * Experience in healthcare information technology preferred.
 * MCSE Certification or A+ Certification preferred.

Special Knowledge, Skills, Training:

 * Knowledge of ITSM / ITIL helpful.
 * Knowledge of basic computer hardware.
 * Knowledge of Citrix and VPN.
 * Strong listening, verbal, and written communication skills.
 * A strong sense of urgency and the ability to multi-task effectively with attention to details.
 * Well-developed organizational, communications and time management skills.
 * A strong business maturity and professionalism is essential.
 * Ability to troubleshoot, analyze and resolve customer concerns.
 * High technical aptitude and strong PC literacy skills including function and capabilities.
 * Ability to work independently as well as part of a team and function well under pressure.
 * Basic typing skills.
 * Extensive application support experience with Microsoft.
 * Working knowledge of a range of diagnostic utilities.
 * Experience with desktop and server operating systems.
 * Familiarity with the fundamental principles of ITIL.
 * Exceptional written and oral communication skills.
 * Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
 * Strong documentation skills.
 * Fluent English language skills.
 * Ability to conduct research into a wide range of computing issues as required.
 * Ability to absorb and retain information quickly.
 * Ability to present ideas in user-friendly language.
 * Highly self-motivated and directed.
 * Keen attention to detail.
 * Proven analytical and problem-solving abilities.
 * Ability to effectively prioritize and execute tasks in a high-pressure environment.
 * Exceptional customer service orientation.
 * Experience working in a team-oriented, collaborative environment.
 * Willing to work flexible hours.

Compensation Details: Education, experience, and tenure may be considered along with internal equity when job offers are extended.

## Description

* Fields incoming requests to the Service Desk via telephone, e-mail, and in person when needed to ensure courteous, timely and effective resolution of end user issues.
 * Documents all pertinent end user identification information including name, department, contact information, and nature of problem or issue.
 * Prioritizes and schedules problems, escalating problem (when required) to the appropriately experienced technician.
 * Researches, resolves, and responds to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group.
 * Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
 * Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
 * Accesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
 * Routinely contributes to the Knowledge Base.
 * Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity.
 * Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
 * Participates in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed.
 * Applies diagnostic utilities to aid in troubleshooting.
 * Builds rapport and elicit problem details from service desk customers.
 * Identifies and learn appropriate software and hardware used, and supported, by the organization.
 * Performs post-resolution follow ups to help requests.
 * Reinforces SLAs to manage end-user expectations.
 * Communicates effectively in both written and oral format following the AIDET model.
 * Serves in an on-call capacity to troubleshoot and mitigate urgent and high level system issues occurring after-hours and on weekends.
 * Assumes all other duties and responsibilities as necessary.