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Service Desk Analyst

Company: Hazelden Betty Ford
Location: Newberg
Posted on: November 26, 2022

Job Description:

Location: US-OR-NewbergID: 9968Status: Full TimeShift: DaySchedule: Mon - FriHours of Work: 8am to 4:30pmResponsibilitiesThe Technology Services Service Desk Analyst is accountable to provide first and second level support to end-users, including but not limited to desktop environment, mobile devices, business and enterprise applications, and phone system. Responsible for managing the resolution of systems issues and requests; including logging all incidents, resolution of incidents, processing requests, assigning incidents and requests to other resources as appropriate, and tracking and monitoring all issues to ensure timely resolution.Service Desk Analyst:Respond to, analyze, investigate, problem solve and resolve users' incidents/tasks in a timely mannerTriage tickets to appropriate internal Technology Services groupsMaintain accurate data capture in tickets to enable integrityMaintain security, data accuracy and integrityMonitor support queues to assure that other Service Desk Associates are responding to users on a timely basisProvide advanced troubleshooting assistance, including changes in status and next stepsProvide On Call after hours' multi-level technical support rotationService Desk Support:Configure and install hardware, software, and peripheral equipment, following design or installation specificationsAssist with hardware maintenance schedules and proceduresWork with Technology Services teams, develop and implement testing and troubleshooting environmentsKnowledge Base and Training process:Develop skills and knowledge articlesMaintain knowledge articles for assigned areas, updating current articles and provide new information as appropriateIdentify and participate in educational opportunitiesParticipate in professional organizations to stay current and relevant and improve expertise as it relates to the information technology industryUse feedback from calls as a means to make recommendations to management on possible training needsTrain mentor, and exchange knowledge with Hazelden Betty Ford Foundation resources QualificationsRequired Qualifications:AA degree in technical field (or equivalent experience)3 yrs technical support experienceExcellent customer service skillsMulti-level technical skills and analytical abilityExperience with an ITSM toolPreferred Qualifications:Health care industry experience OverviewThe Hazelden Betty Ford Foundation (HBFF) is the largest nonprofit addiction recovery organization in the United States. It is also one of the most mission-driven places you will find. The HBFF team is passionate about providing hope and ultimately healing. As a living, growing and evolving institution, the Hazelden Betty Ford Foundation is - at our core- a people-powered organization. HBFF is comprised of 1600+ employees, seventeen treatment sites and produces $190 million dollars in annual revenue. This exemplary organization serves nearly 25,000 people annually and is committed to provide hope and healing for those experiencing addiction to alcohol and other drugs.What makes this organization unique is its total ecosystem approach to prevention, education, research, advocacy and treatment. All of the parts of the organization work together to inform, develop and deliver evidence- based practices that help people reclaim their futures and restore their hope.Being "a best place to work" is a strategic goal of HBFF and it's a goal that every employee plays an active role in helping to achieve. Our culture is a reflection of how encouraged and energized we each feel about contributing our ideas and performing to our greatest ability. Join us and do meaningful work.We deeply value our employees. Working at HBFF includes a comprehensive benefits package, including:Competitive Health, Dental and Vision PlansRetirement savings plan with employer matchPaid time-offTuition reimbursementThe Hazelden Betty Ford Foundation is proud to be an equal opportunity and affirmative action employer. We believe that diversity and inclusion among our colleagues is critical to our success as a force of healing and hope for individuals, families and communities affected by addiction to alcohol and other drugs; and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.PI197723302

Keywords: Hazelden Betty Ford, Portland , Service Desk Analyst, Professions , Newberg, Oregon

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