Location US-IL-Urbana

ID 2025-14692

Position Type

Full-Time

Remote

No

Shift

Day

Schedule

M - F 8AM - 5PM

Weekend Requirements

No

Holiday Requirements

No

On-Call Requirements

Yes

The Service Desk Analyst 1 is responsible for providing technical assistance / support for desktops, laptops, virtual desktops, network connectivity, business applications, clinical applications VOIP telephone systems and any other peripherals from customer phone calls, email, walk-ins, and customer service portal. Responsible for providing on-site support for all facets listed and are expected to diagnose, research and isolate the problem, as well as maintaining a business relationship with internal customers. Must be able to communicate in a clear and professional manner both verbally and in writing to ensure understanding by the customer. Understands business workflows in assigned areas and consults with customers on Service Requests. Makes sound technical decisions that meets both enterprise and customer expectations for implementation of solutions. Responsible for the deployment/installation of new computer desktop equipment, upgrading and rebuilding of existing equipment, movement of equipment as assigned, and accurately updating inventory database for asset management. Facilitates large scale moves and deployments to ensure a seamless transition to new location. Escalates issues to support specialists after exhausting all other resources. Required to organize and prioritize a queue of second level issues or Service Requests to ensure that service level agreements are met and patient care is minimally impacted.

Acts as first responder to provide technical assistance and support for all reported Information Technology issues.
Log all calls and activities accurately into the Service Desk application, including updates and status changes while abiding by ITIL Incident Management outlined framework.
Maintains detailed documentation of incidents and troubleshooting steps, as well as ensuring accuracy of asset management database.
Triage problem by performing analytical analysis to troubleshoot, escalate, or resolve reported issues.
Proactively recognize symptoms of systems outages and trends through reported issues and communicates throughout the organization.
Maintains composure in high stress situations while de-escalating excited or frustrated customers.
Provides second level onsite set up and support to end users for laptops, desktops, label printers, peripherals, and any other hardware or software
Acquires Dell Self Maintainer certification allowing staff to perform warranty repairs on hard drives, system boards, processors in Dell equipment.
Understands network infrastructure and able to use network analytical tools such as Cisco Prime, ISE Management console, and Fluke meters for troubleshooting.
Uses Active Directory and Lepide for network account issues and computer access issues.
Trains Work From Home users on configuration and set up and provides support using Cisco Meraki Dashboard.
Assists in set up and supports Imprivata two factor authentication for employees to utilize occasional access from outside the network.
Provisions and configures all company computing devices utilizing SCCM, Dell Management Console, and HPDM ensuring they meet Carle standards
Understands and enforces security and compliance policies ensuring that PHI and PII is protected.
Consults with assigned departments and understands their departmental workflows to advise on sound technological solutions.
Gathers business requirements and use case information for consideration to IT Assessment Team for new applications and technology.
Collaborates with Project Management and Facilities teams to ensure a successful move for departments to new locations.
Adheres to all Carle Behavior Standards.

Certifications: , Education: Associate's Degree: Related Field; Experience In Lieu of Education, Work Experience: Information technology

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance – and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Health Alliance™. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.

The compensation range for this position is $20.85per hour - $34.82per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model.



Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.

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