Service Desk Analyst III-ARMC(FT, Variable)

Position: Service Desk Analyst III

Salary: Based On YOE

Work Life Balance: Full-Time | Variable

Location/Department: Chillicothe –IT

At Adena Health, our non-clinical roles are essential to how care is delivered. These positions are a great fit for candidates who value service, organization, teamwork, and making a meaningful impact behind the scenes.

Community-centered decision making

Leadership visibility and cross-functional collaboration

Competitive compensation and benefits

Growth-focused culture

Opportunity to influence real healthcare outcomes

Growth at Adena isn’t one-size-fits-all. It’s built through relationships, mentorship, and opportunity.

Caregivers are encouraged to explore career paths that fit their strengths and interests through:

Emerging leader and leadership development programs

Tuition assistance and education support

Skill-building and lateral career opportunities

Visibility with leaders who recognize potential early

P osition Summary: The Senior Service Desk Analyst is responsible for providing proficient, professional, and skilled support to implement effective technology and information best practices. To ensure proper computer operation so that caregiver can accomplish business tasks. This includes actively resolving escalated caregivers help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help when needed. Minimum Qualifications Required Educational Degree: High School Diploma or GED Major/Area of Concentration: Preferred Education: Bachelor’s Degree Required Certifications, Credentials and Licenses: Preferred Certifications, Credentials and Licenses: Required Experience: 1-2 years’ experience related to customer service, help desk or service desk. Preferred Experience: 3-5 years related Customer service, help desk or Service Desk experience.

Job Specific Knowledge, Skills & Abilities Able to work in a team oriented, collaborative environment with a strong customer service focus Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices. Able to be self-motivated and directed, to effectively prioritize and execute task in a high-pressure environment. Ability to demonstrate strong knowledge and experience supporting Microsoft Windows. Able to communicate to and work with senior management and caregiver. Able to build rapport with a variety of personality types and users at all levels. Exposure to or knowledge of ITIL practices. Email architecture, services and protocols, Outlook configurations. VDI, VPN Client, and Web. Participates in on-call 24x7 on-call rotation with support team Leads small to medium sized projects and provides stakeholders with status reports regarding project assignments. Knowledge of ITIL Framework

Job Specific Essential Functions  Demonstrates knowledge of and supports hospital and IT mission, vision, value and promise statements, policies and procedures, operating instructions, confidentiality standards and code of ethical behavior  Performs tier 2 support-phone and email support to caregivers for hardware and software failures.  Assists end users with using the EMR and other enterprise applications.  Responding to service requests, including password resets or system access requests  Prioritizes incidents based on end-user urgency and organizational impact.  Ownership of incidents to ensure timely incident resolution.  Management of end-user relationships to ensure caregiver satisfaction.  Accurately logging incident details and documenting resolutions. l  Remotely connect to end user workstations to aid in troubleshooting of issues as needed.  Monitor Service Desk for tickets assigned to the queue and process first-in first-out based

Reliable compensation

Strong healthcare coverage options

3.5% retirement match with automatic annual increase

PTO that grows with tenure

Visible leadership impact within a regional health system

If you’re looking for meaningful work in a role that keeps healthcare moving — we’d love to connect. Apply today to be connected directly with a Talent Acquisition representative!

Adena Health System is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or status as a qualified individual with disability or any other protected class