Service Desk Analyst II

Company Overview

At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.

Hill Physicians has much to offer prospective employees. We’re regularly recognized as one of the “Best Places to Work in the Bay Area” and have been recognized as one of the “Healthiest Places to Work in the Bay Area.” When you join our team, you’re making a great choice for your professional career and your personal satisfaction.

At Pri Med, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are.

We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right!

The Service Desk Analyst position plays an IT professional role in which she/he assists Manager, Service Management to ensure that end users are receiving the highest quality service at all times. This resource will be responsible for following all procedures related to the identification and resolution of end user technical support requests. She/he will work under the direction of Supervisor and Manager to collaborate with other IT departments to drive the resolution.

The service Desk Analyst will provide support in resolution, triaging and follow up of all Non‑Epic related tickets. This resource will be support Account administration, Microsoft office tools, basic MS Windows operating systems, Web Ex, Video conferencing, laptops, VDI and Mobile. Provide onboarding and off boarding of an employee as needed.

The service Desk Analyst will provide support in resolution, triaging and follow up of all Epic related tickets. This resource will be support internal business users, and external providers as needed. They will provide tier 1 support for Epic workflows and functionality, video visit related issues and Provider accessed web applications like provider portal, Hill Connect, Cozeva etc.

• Intermediate level technical expertise in Service Now ticketing system, Microsoft tools and technical Network.
• Completes moderately complex tickets and drives them to solution.
• Supports and understands Microsoft Tools as listed in specialization.
• Supports and understands Epic Applications, its workflows and Tools as listed in specialization.

• No supervisory responsibility.
• Provides informal guidance to new team members.
• Accountable to team adherence to SLAs.
• Accountable for developing advanced Microsoft Tools skills.
• Accountable for developing enhanced Epic application skills.

• Is responsible for managing incidents and requests which are moderately complex in nature end to end.
• Contributes to maintaining Service Now.
• Ensure all incidents and problems are entered into Service Now.
• Understands how SLAs impact our business functions.
• Ability to build knowledge of the organization, processes and customers.
• Supports and understands Microsoft Tools as listed in specialization.
• Supports and understands Epic Applications, its workflows and Tools as listed in specialization.

• Completed Service Now certifications.
• Strong multi‑tasker and self‑starter.
• Proficiency with MS Office Suite, MS Project, Visio, and collaboration tools.
• Understanding of Epic Application modules, its workflows and ability triage to Application Analyst teams.
• 2‑5 years preferred.
• Health Care IT experience preferred.

Education:

BS in Computer science or equivalent preferred.

Certifications:

Certification in Service Now.

Salary: $85,000 - $110,000 Annual

Hill Physicians is an Equal Opportunity Employer