Collaboration Helpdesk Analyst

Our client is a large, non-profit healthcare organization dedicated to providing care and services through their hospitals and health systems for each patient and family member they serve, seeing patient care as a calling and ministry, deeply rooted in Christian values. Utilizing cutting edge technological advancements, through AI and cloud capabilities, they engage with over 100k users on a daily basis through their enterprise system and applications. This Collaboration HelpDesk Analyst role supports the Enterprise Collaboration Services team.

Responsibilities:

Provide application support and customer training for Microsoft Office 365 and other collaboration-related applications including: Office, Teams, Outlook, etc.

Perform troubleshooting of issues impacting various collaboration tools/solutions.

Regularly maintain ServiceNow ticketing system, meeting required SLAs and creating incident documentation for ticket resolution

Maintain and own a queue of 40-50 tickets assigned daily

Support over 100k end users through ticketing system

Participate in regular communication with team members, users and support contacts Requirements:

Minimum 3 years of dedicated Tier II/III Support experience

Working knowledge of ITIL principles and Active Directory

Hands on experience with ServiceNow Ticketing System

Experience with incident management technical documentation

At least one of the following certifications: A+

Must have completed a 2 year associates degree in an IT related field