SERVICE DESK ANALYST III in Indianapolis, IN at Eskenazi Health

Date Posted: 1/3/2020

Job Snapshot

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Job Description

Organization: HHC

Division:Eskenazi Health  

Sub-Division: Hospital  

Req ID:  2847 

Schedule: Full Time 

Shift: Days 

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 315-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.


In addition to performing all of the duties of the Level II and Level I role, the Service Desk Analyst III serves as the most advanced point of customer support at the Tier I level. The Service Desk Analyst III serves as the primary point of advanced troubleshooting for applications supporting the mission of Eskenazi Health, providing advanced technical analysis of EHR issues, and producing resolutions whenever possible. The Service Desk Analyst III works in close collaboration with the Information Systems Solutions team to ensure the continuity and efficacy of customer service through the support request process.


  • Provides first-line, technical support for customers and patients, addressing basic customer support issues such as general inquiries, non-technical questions, password recovery, website navigation assistance, basic procedural “how-to” questions, etc. Utilizes Resource Central to document, analyze, troubleshoot, resolve, and escalate issues called into the Service Desk, as well as ticket submissions placed via the Self-Service Portal
  • Provides technical support for the staff of Eskenazi Health, The Eskenazi Health Foundation, The Health and Hospital Corporation, Marion Country Public Health Department, and Indianapolis Emergency Medical Services
  • Utilizes and Maintains the Knowledge Base system, ensuring that KB Articles are up to date with relevant/accurate information.
  • Authors and promotes new KB articles to assist staff
  • Assists Eskenazi Health patients with configuring MyChart. Provides assistance, such as password resets, to patients over the phone
  • Completes Hospital Rounding, as assigned, to ensure proactive resolutions are implemented whenever possible.
  • Communicates the status of Problems and Service Interruptions to the organization.
  • Installs basic hardware, such as mice, keyboards, document scanners, signature pads.
  • Installs basic software through the utilization of the Symantec Altiris Console. Ensures that basic software is fully operational after the installation
  • Analyzes and resolves endpoint encryption issues on end user devices
  • Provides status updates to end users on existing tickets and drives Incident resolutions to ensure SLA compliance
  • Performs advanced technical troubleshooting both remotely and deskside. Acts as a technical liaison between Tier I Service Desk and Tier I Desktop Support, assisting when needed
  • When applicable, responds to reports of Computers on Wheels (COWs) malfunctioning and promptly restores service.
  • Acts as a resource for Service Desk Analyst Is and Service Desk Analyst IIs for all support requests
  • Performs preliminary and advanced troubleshooting on software/applications, specifically EHR, as assigned.
  • Assists Service Desk Analyst Is and Service Desk Analyst IIs with software/EHR related support requests
  • Acts as a liaison between the Tier I and Tier III, attempting to resolve all software/Epic related issues while the customer is on the phone.
  • Escalates all unsolved Epic Incidents to the correct Epic Support Group, identifies and remediates incorrect Incident/Idea ticket submissions
  • Performs other job related duties as assigned


  • Educates staff about best practices relating to the EHR platform
  • Attends meetings/training with Information Systems Solutions team to ensure up-to-date knowledge
  • Trains new Service Desk staff with the EHR platform


  • Bachelor’s degree in Computer Sciences, Computer Information Technology, Informatics, or related Information Technology field,
  • Five (5) years of prior experience in a Healthcare, Customer Service, or Information Technology, and two (2) years of prior experience supporting Epic EHR is required. Ten (10) years or prior experience in a Healthcare, Customer Service, or Information Technology field and five (5) years of prior experience supporting Epic EHR is strongly preferred. A+, Net+, or Security + Certifications are strongly preferred.

Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.