US Anesthesia Partners is the highest-quality single-specialty anesthesia practice in the United States, with over 6,000 employees distributed across 12 states. Our clinical and non-clinical staff support each other as they work toward a common vision: Empowering people to advance exceptional care. The Service Desk Analyst provided outstanding customer service and IT support to all USAP associates by managing IT requests, incidents, and problems. Utilizing strong written and verbal communication skills, the Service Desk Analyst effectively set and managed customer expectations in alignment with ITIL-based Incident and Problem Management policies. Additionally, the role involved supporting customers by assisting IT team members with software installations, computer imaging requests, user account administration, and other IT initiatives. The Service Desk Analyst leveraged a variety of enterprise tools and utilities to ensure seamless IT service delivery and operational efficiency. This is a remote position but the candidate must reside in the Dallas/Fort Worth area. 

At this time, US Anesthesia Partners does not hire candidates residing in New York, California, Hawaii, or Alaska. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (include but not limited to):

Incident Management:

• Log all IT Service Desk interactions and problem reports received via phone, email, or other channels into the USAP ITSM platform.
• Assign appropriate SLA priorities to all incoming incidents.
• Route and assign incidents to the appropriate IT department team.
• Manage and maintain the ITSM platform, including the USAP IT Knowledge Base.
• Serve as a content steward for the USAP IT Knowledge Base by ensuring accuracy and relevance.
• Advise on escalation requests and ensure proper handling.
• Monitor incidents throughout their lifecycle, ensuring timely resolution.
• Leverage existing and new knowledge to resolve incidents during the initial call whenever possible, minimizing time to resolution.
• Maximize availability to address incoming incidents promptly.
• Communicate clearly and accurately with customers and IT team members regarding incident updates and resolutions.
• Collaborate with IT team members to troubleshoot and resolve incidents effectively.
• Facilitate all Major Incident Management calls, ensuring effective coordination and timely communication to end users and stakeholders via email.

Technical Support:

• Provide support for laptops, desktops, workstations, mobile devices, and applications utilized by customers.

Documentation and Process Improvement:

• Actively update and maintain existing procedures related to the IT Service Desk team’s responsibilities.
• Contribute to process improvements by identifying gaps and suggesting enhancements.

Project Ownership:

• Take ownership of assigned projects and tasks within the IT Service Desk team, ensuring timely completion and quality outcomes.

On-Call and After-Hours Support:

• Provide on-call, weekend, and after-hours support as required to maintain systems and ensure customer support.

JOB REQUIREMENTS (Knowledge, Skills and Abilities):

• Interpersonal Skills: Strong interpersonal skills with the ability to build positive relationships across teams and with customers.
• Communication and Documentation: Excellent verbal and written communication skills, with a strong emphasis on clear and accurate documentation.
• Adaptability: Proven ability to quickly learn and support new applications, technologies, and systems.
• Customer Service Focus: Relentless commitment to delivering exceptional service by taking ownership of projects, tasks, and incidents from start to finish.
• Process Improvement: Proactively identify and recommend updates or changes to improve existing processes, software, or hardware.
• Accountability: Demonstrate self-accountability by taking ownership of assigned tasks and ensuring the effective execution of the incident management process.
• Multitasking and Prioritization: Ability to manage multiple tasks and prioritize effectively in a fast-paced, dynamic work environment.
• Critical Thinking: Apply strong critical thinking skills to provide high levels of support in a rapidly changing environment.
• Time Management: Consistently demonstrate the ability to complete initiatives, projects, and tasks on time and to a high standard.

EDUCATION/TRAINING/EXPERIENCE:

Education:

• Associate’s degree required; bachelor’s degree preferred.
• Equivalent work experience will also be considered. 

Experience:

• At least one year of experience providing end-user support in a professional IT environment.

Technical Knowledge and Skills:

Basic understanding of:

• Operating Systems: Windows and Microsoft applications (e.g., Office suite, Dynamics, Skype for Business).
• Enterprise Tools: Experience with ticketing and asset management solutions such as ServiceNow, Remedy, Zendesk, Altiris, SCCM, or similar platforms.
• System Deployment: Familiarity with system imaging and deployment tools like Ghost, MDT, or SmartDeploy.
• Mobile Devices: Support for iOS and Android devices, including wireless data cards.
• Security Tools: Antivirus and malware management solutions.
• Hardware: Knowledge of computer components such as video cards, processors, RAM, SSDs, and hard drives.
• ITSM Frameworks: Foundational understanding of ITSM methodologies, specifically ITIL principles.

WORKING CONDITIONS (environment and safety):

• Work performed in office environment
• Involves frequent contact with professional staff, physicians, and managed care organizations
• Interaction with others is frequent
• Travel as needed

Disclaimer:

The above job description has been written to indicate the general nature and level of work performed by employees within this classification.  It is not written to be inclusive of all duties, responsibilities and qualifications required of employees assigned to this job.