Provides support for basic incident resolution and for requests reported to the health services help desk. Responsible for initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of health applications, software, or other products and/or infrastructure components. Collects information through phone, email, or face to face communications, assessing support tools and additional support staff if needed.

Provides "first-level" customer service, technical support, and training via telephone or email with users having problems with enterprise software, operating systems software, hardware, or other computer devices. Creates a positive customer support experience and builds strong relationships through active problem understanding, ensuring timely resolution, communicating promptly on progress, and handling support with a professional attitude. Addresses and resolves basic incidents and requests, correctly logs all incidents and requests, and engages resources to resolve incidents beyond the scope of their ability or responsibility. Ensures the end-to-end customer experience and provides a single point of contact. Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases. Grows general knowledge of current Cherokee Nation and Health Services specific products, increasing in ability to resolve requests on first contact. Adheres to and supports Cherokee Nation standards, policies, and procedures. Maintains and protects confidentiality with regard to all aspects of patient care and employee information. Maintains and removes security privileges for users of Health Services systems. Participates in development and review of security processes and procedures. Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

EDUCATIONAL & EXPERIENCE REQUIREMENT

Health Service Desk Analyst I

One year certificate from college or technical school; or one and one-half years related experience; or equivalent combination of education and experience. At least six months of experience in a related field is required. Experience must be in customer service, preferably in a help desk or call center role.

COMPUTER SKILLS

An individual should have knowledge of Accounting software, Database software; Development software; Internet software; Inventory software; Project Management software; Spreadsheet software and Word Processing software.

OTHER QUALIFICATIONS

The employee must not be and will not be under sanction by the United States Department of Health and Human Services Office of the Inspector General (OIG) or by the General Services Administration (GSA) or listed on the OIG's Cumulative Sanction Report, or the GSA's List of Excluded Providers, or listed on the OIG's List of Excluded Individuals/Entities (LEIE).

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distant vision, color vision, depth perception, and ability to correct/adjust focus.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.