Inova IT Service Desk is looking for a dedicated Physician Hotline Analyst to join the Team. This hybrid role will be full-time working Monday – Friday day shift.

The Physician Hotline Analyst organizes resolution steps, resolves and escalates problems to the appropriately experienced technician. Provides daily intermediate computer support to users through installation, troubleshooting and support of networked computing devices and stand-alone computing devices (i.e. all workstations and all mobile computing devices, printers, and scanning devices, hardware and software applications). Provides excellent customer service during problem resolution activities. 

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program. Retirement: Inova matches the first 5% of eligible contributions – starting on your first day. Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans. Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost. Work/Life Balance: offering paid time off, paid parental leave, flexible work schedules, and remote and hybrid career opportunities.

Physician Hotline Analyst Responsibilities:

Resolves intermediate-level problems by accessing software updates, drivers, knowledge bases and frequently asked question resources on the Internet/intranet or other IT service delivery locations. Escalates to next-tier support personnel when problems deem it to be appropriate. Provides primary support for the setup and troubleshooting of end-user devices including personal computers, printers and other peripheral devices or clinical applications utilized by physicians. Records, tracks and documents the service desk request problem-solving process including all successful/unsuccessful decisions made and actions taken through to final resolution. Stores all documents in the service desk knowledge base. Analyzes historical ticket information to determine areas of focus to either automate resolutions of, develop knowledge base articles for or otherwise improve the quality and speed at which those tickets are handled. Processes service tickets post-resolution related to intermediate computer problems, domain account/access, password resets and mapping to shared drives, printers and/or peripherals. Provides detailed information to next level support to expedite their ability to assume responsibility for resolving problems or completing requests. Develops easy-to-follow problem resolution and request fulfillment steps in order to close out requests or incidents. Develops and/or updates documentation to be used by peers.

Minimum Qualifications:

Education: Bachelor's degree; or Associate’s degree and 2 years relevant professional experience in addition to the minimum experience required; or HS Diploma/GED and 4 years relevant professional experience in addition to the minimum experience required Experience: 5 years of related service desk experience 

Preferred Qualifications:

Previous experience supporting physicians and clinical staff with IT troubleshooting preferred. Previous experience working with Epic preferred.