Operations Service Desk Analyst

This role follows a rotating night shift schedule in Central Daylight Time (CDT), including Tuesday (1:00 AM – 7:00 AM), and Wednesday through Friday (7:00 PM – 7:00 AM).

Position Purpose:

The Operations Service Desk Analyst provides first level technical support to Orion Health employees and clients in a 24/7/365 Service Center. Proactively and reactively respond, field and triage issues related to alerts, emails, phone calls and ticket queues in order to resolve, escalate, and communicate within established SLAs.

Success in the Role looks like…

• Providing exceptional customer service to clients 100% of the time
• Acting as the single point of contact (SPOC) to support users and clients reporting issues, requesting information, access, or other services
• The 24/7/365 availability of the Operations Service Desk Application Analyst will allow users and clients to access a first-tier support team 24/7/365 to help address requests or issues.
• Provide exceptional customer service and satisfaction.
• The Operations Service Desk Application Analyst provides 24/7/365 monitoring support for critical business applications and services
• Adhere to Service Desk processes and procedures.
• The ability to work together toward a common vision
  
  

Business Unit:

• NA Managed Services - This unit contributes to Orion Health’s purpose by providing Orion Health clients with a superior support experience by quickly correcting issues and proactively addressing potential problems before they impact end users.
  
  

Key Relationships:

• Service Desk Team Lead, Professional Services Group, Global Managed Services, Development, Technical Operations, Health and Data Analytics, Privacy and Security, Global Support and External Clients & Participants are key in order to ensure transfer of knowledge and OPEN communication behaviours.
  
  

Essential Functions:

Communication

• Email communications for scheduled maintenance, trouble tickets, and Major Incident Management
• Stand-up and run bridge calls for priority incident management (MIM) for North America
• First Call Resolution for password resets, user account management, renew certificates, licence request, VPN management, service restarts, disk space cleanup, and onboarding new clients
• Triage proactive/reactive alerts and escalate internally to proper Support Team engineers according to established SLAs
• Process access request tickets
• Identify gaps for improvement
• Troubleshoot and resolve technical solutions related to Orion software products and software development industry standards
• Escalate urgent problems requiring more in-depth knowledge to appropriate resources within established SLAs
• Follow HIPAA security standards set by Orion Health when interacting with patient data
  
  

Personal Development

• Actively participate in any training/learning required whether it be self study or structured learning
• Keep up to date with new software enhancements and releases
  
  

Behavioural and Technical Capabilities:

• Achieves a satisfactory level of skill and knowledge in technical areas and keeps up with current developments and trends in the IT industry
• Ability to ask questions, discern when escalations are needed and seek/accept mentoring from different levels
• Ability to organise assigned tasks understanding level of urgency and discerning priorities according to predetermined parameters, policies and procedures
• Develops logical ideas, approaches, and solutions to typical, unusual, or difficult situations or problems
• Understands technical, procedural, and tactical tasks asking relevant questions and implementing answers or solutions as provided
• Ability to provide clear and consistent communication in an organised fashion. Understand when to follow and when requested to provide an explanation or clarification of a mid to complex issue
• Excellent analytical/troubleshooting/ modelling skills
• Problem solving skills and ability to logically analyse technical processes.
• Operating systems, basic administration of Windows and/or Linux
• Protocols and Services such as HTTP/HTTPS, SMTP, SNMP, FTP/SFTP, VPN, VoIP basics.
• Exposure to platforms like Nagios, SolarWinds, Zabbix, PRTG, Datadog, Atlassian, PagerDuty, Splunk
• Network fundamentals, understanding TCP/IP, DNS, DHCP, NAT, VLANs and routing basics.
• Ability to use remote access tools such as SSH, RDP, VPN clients.
• Driven to produce. Can follow a plan and deliver results with some guidance
• Ability to work both independently and as part of a team
• Ability to resolve conflict and negotiate with differing parties
• Ability to prioritise and manage time effectively
  
  

Relevant Experience:

• 2-3 years of hands on experience in on-site Application support level
• Business processes experience desired
• Knowledge of Network Protocols, Linux/Unix, Windows, Mac, Active Directory, Ticketing Systems
• Technical Skills such as network fundamentals, Operating Systems, Monitoring and Alerting tools and basic experience with AWS
• Knowledge of Performance Monitoring (java performance analysis, thread dump analysis, heap dump analysis)
• Excellent verbal and written communication skills
• Strong customer focus and genuine desire to assist
• Strong work ethic and desire to get things done
• Proven ability to maintain good relationship with teams, clients, and vendors
• Experience in documentation creation
• Strong organisational skills
• Capable of operating within specified boundaries
• Knowledge of networking fundamentals (http/https, tcp/ip, firewalls, proxies, ftp/sftp, ssh)
• Knowledge of Application Performance Monitoring (java performance analysis, thread dump analysis, heap dump analysis)
• Splunk and AWS Cloud Knowledge a plus
  
  

Education and Qualifications:

• Associates/Bachelors degree in Information Technology, Computer Science, Software Engineering or equivalent degree and/or equivalent work experience preferred
• ITIL Knowledge or certification preferred
• Flexibility and accountability with scheduling for a 24/7/365 model
• Ability to work shifts and overtime when required