Service Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete lifecycle management of assigned processes, procedures, and standards.

• Advocate for and comply with established processes, procedures, security measures, and architectural standards.

• Deliver Tier 2-3 support for escalated incidents from our helpdesk concerning workstation and mobile environments, including assistance with hardware, operating systems, drivers, and applications.

• Facilitate software deployments, application packaging, scripting, operating system installations, computer imaging, and security for end-user computing devices.

• Act as the primary contact for the affiliate operations leader within the designated service area, redirecting service issues through the existing service framework and triaging escalated tickets to appropriate service team members.

• Create and sustain login scripts, utility scripts, and other tools utilizing PowerShell, VBS, and other relevant programming languages.

• Contribute to the development of roadmaps and documentation, taking ownership of various end-user computing solutions (hardware, operating systems, Microsoft Office, SCCM, Microsoft Intune, Vulnerability/Patch Management, VDI, etc.).

• Cultivate and maintain positive working relationships with vendors and customers to ensure service delivery aligns with agreed-upon quality standards.

• Manage remote hands resources assigned to your service area.

• Assist with capacity planning and annual budgeting.

• Support projects from conception to execution, including selection, recommendations, design, testing, and implementation of various solutions.

• Conduct compatibility and quality assurance testing of applications, operating systems, and application packages.

• Administer end-user computing solutions, including SCCM, Intune, and various technologies.

• Participate in after-hours maintenance windows as necessary to update, modify, and install various systems.

• Produce, maintain, and update technical documentation related to the end-user computing environment.

• Uphold organizational values and standards while actively seeking opportunities to enhance efficiency, equity, and service excellence.

• Ensure adherence to all CHN and affiliate policies, along with compliance with state and federal regulations.

• Provide constructive feedback and accountability regarding all practices.

• Demonstrate commitment to CHN and Planned Parenthood’s health equity mission, focusing on racial equity and community accountability, while actively engaging in learning about racial equity and addressing systemic racism in healthcare.

• Consistently produce high-quality results through sound judgment and data-informed decisions, prioritizing customer needs by delivering prompt and accurate service to all stakeholders.

⛳️ Requirements

• Associate’s degree in Computer Science (or a related field) or equivalent experience.

• Exceptional customer service skills.

• Proven ability to maintain a customer-focused service approach in a fast-paced environment.

• Experience with Microsoft Windows 10 and support and troubleshooting of Microsoft Office.

• Proficient in troubleshooting hardware, software, and driver-related issues.

• Experience with Microsoft System Center Configuration Manager (SCCM).

• Familiarity with vulnerability and patch management systems.

• Experience in application packaging (e.g., Flexera AdminStudio, InstallShield, etc.).

• Skills in PowerShell, automation, and scripting.

• Knowledge of Mobile Device Management (MDM), particularly Microsoft Intune.

• Strong analytical and problem-solving capabilities.

• Proficient with Microsoft software (Excel, etc.).

• Excellent written and verbal communication skills with the ability to collaborate and interact with all levels within and outside of CHN when necessary.

• Keen attention to detail and follow-up, with the ability to multitask in a fast-paced environment.

• Demonstrated commitment to Planned Parenthood’s mission, vision, and values.

• Strong interpersonal skills and the capability to build relationships with stakeholders, including end users, vendor-dispersed remote hands, and IT colleagues.

• Excellent time management and problem-solving skills.

• Willingness to travel as required by the position, in compliance with CHN travel policies, including safety guidelines when operating a personal vehicle.

🏝️ Benefits

• Health Care Coverage (Medical, Dental, & Vision) available for full-time, regular employees from the date of hire.

• Flexible Spending Accounts and Health Savings Account options.

• Short-Term Disability and Basic Life & AD&D Insurance provided by CHN.

• Optional Long-Term Disability and Additional Life & AD&D Insurance available at cost.

• Employee Assistance Program.

• Retirement Plan with a 3% employer match after one year of service.

• Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays.