{"id":1147642,"url":"https://alion.io/job/shriners-childrens-service-desk-analyst-ii","title":"Service Desk Analyst II","company":{"id":13178,"name":"Shriners Children's","domain":"shrinerschildrens.org","url":"https://alion.io/company/shrinerschildrens","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":97000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":30},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-09-23T16:06:17Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T02:17:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Company Overview\nShriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for our children and their families.\nWith 20+ hospitals, outpatient clinics, ambulatory care centers and outreach locations across the globe, we provide excellent care to children up to age 18 regardless of their family’s ability to pay or insurance status. Please click here to learn more about our locations.\nCURRENT EMPLOYEES: Please log into Workday Click Here to apply internally through the \"Jobs Hub\"\nJob Description\nThe Service Desk Analyst II serves as a senior member of the Information Services Service Desk and provides first-line technical support for software applications, hardware, and information systems utilized throughout the organization. This position acts as a backup to the Department Manager and assists with the daily operations of the Service Desk, including staffing coordination, scheduling, work assignments, quality monitoring, and team development.\nThe Service Desk Analyst II is responsible for responding to user inquiries, troubleshooting software and hardware issues, managing incident resolution, developing end-user documentation, and training materials, and ensuring a high level of customer satisfaction. This role collaborates closely with Information Services teams, vendors, and business stakeholders to resolve technical issues and improve service delivery. The position requires strong Service Desk experience, technical troubleshooting skills, leadership abilities, and knowledge of enterprise applications, preferably within a healthcare environment.\nThere are two openings for the Service Desk Analyst II position. The weekly schedule for each of these two openings is:\n3PM - 12AM Midnight ET Monday through Friday\n3PM - 12AM Midnight ET Saturday through Wednesday\nKey Responsibilities:\nServe as a senior resource for the Service Desk and provide backup support to the Department Manager.\nAssist the Supervisor with daily Service Desk operations, including staffing, scheduling, workload distribution, queue management, and support coverage.\nMonitor and resolve Service Desk incidents and service requests while ensuring compliance with service level expectations.\nReview and audit incidents and service requests for quality, accuracy, documentation standards, and customer service excellence.\nMentor, coach, and train Service Desk personnel to strengthen technical knowledge, service delivery, and troubleshooting capabilities.\nProvide ongoing guidance to Service Desk staff regarding best practices, processes, and procedures.\nIdentify opportunities for process improvement and recommend enhancements to Service Desk operations and customer experience.\nProvide first-line support for all organizational software applications, including EPIC, Workday and other enterprise business and clinical systems.\nReceive, document, prioritize, assign, track, and resolve user-reported incidents and service requests.\nTroubleshoot and resolve PC-related hardware, software, operating system, peripheral, and connectivity issues.\nInstall, configure, and maintain desktop and laptop software applications.\nCoordinate with Information Services personnel, vendors, and support teams to resolve escalated incidents and implement solutions.\nEnsure incidents are assigned to the appropriate support resources and actively tracked through final resolution.\nInstall software upgrades, patches, revisions, fixes, and new application releases.\nProvide support for Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive.\nAdvise users on effective methods and best practices for utilizing software products and technology resources.\nProvide specialized support for enterprise and healthcare applications, including SHCIS, Epic, Cerner, PMTI, SBT, Workday, CARE, and other applications assigned.\nInvestigate hardware issues and perform minor hardware repairs and communication connection troubleshooting.\nDevelop and maintain end-user documentation for internally developed and vendor-supported applications.\nCreate reference manuals, quick-reference guides, tutorials, knowledge base articles, FAQs, training materials, and online help resources.\nEnsure all documentation adheres to organizational standards and best practices.\nPlan, coordinate, develop, and conduct end-user training programs as needed.\nDeliver application-specific and productivity software training to support user adoption and organizational initiatives.\nMaintain and continuously improve knowledge management resources to support first-contact resolution and self-service capabilities.\nAssist in the evaluation, recommendation, and selection of hardware, software, communications technologies, consulting services, and system integration solutions.\nParticipate in side-by-side product reviews, weighted assessments, cost-benefit analyses, and price-performance comparisons.\nServe as a technical advisor on project teams and selection committees as assigned.\nProvide recommendations that align with organizational goals, operational needs, and technology strategies.\nMaintain and ensure the security and integrity of software libraries and related resources.\nReport security incidents and events in accordance with organizational policies and procedures.\nParticipate in software testing, validation, and quality assurance activities.\nSupport rotating schedules and after-hours coverage requirements as needed.\nPerform special projects and other duties as assigned.\nRequired Qualifications:\nMinimum of 5 years of experience in an IT Service Desk, Help Desk, Customer Support, or Technical Support environment.\nDemonstrated experience providing first-line technical support within a medium-to-large enterprise environment.\nExperience supporting enterprise business applications and end-user technologies.\nExperience with ITIL incident, request, knowledge, Major Incident Management (MIM)and change management. \n Experience with ticketing systems, and service request tracking tools.\nExperience troubleshooting Microsoft Windows operating systems, Microsoft 365 applications, desktops, laptops, and peripheral devices.\nITIL Foundation 4 or 5 certification or must be acquired 12 months after hire.\nMicrosoft Windows operating systems and MS 365 Suite\nDesktop, laptop, printer, and peripheral support.\nSoftware installation, deployment, configuration, and maintenance.\nBasic networking concepts, VPN connectivity, and communication troubleshooting.\nIncident and problem management best practices.\nRemote support tools and technologies.\nTechnical documentation and knowledge management practices.\nEnterprise application support in healthcare or large organizational environments.\nHigh School Diploma/GED\nBachelor’s degree preferred in Information Technology, Computer Science, Information Systems, or a related field; or an equivalent combination of education and experience.\nPreferred Qualifications:\nExperience supporting healthcare information systems and clinical applications.\nExperience supporting Epic EHR or similar applications.\nExperience supporting Cerner, CARE, PMTI, SBT, Workday, ServiceNow or other enterprise healthcare systems.\nExperience developing user documentation and delivering end-user training.\nLeadership, mentoring, or team lead experience within a Service Desk environment.\n\nCompensation is determined based on years of relevant experience and departmental 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now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:4","win:early"],"computed_at":"2026-09-23T20:28:53Z"},"pay":null,"html_url":"https://alion.io/job/shriners-childrens-service-desk-analyst-ii","json_url":"https://alion.io/job/shriners-childrens-service-desk-analyst-ii.json","meta":{"generated_at":"2026-09-23T20:28:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}