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Position Title: Service Desk Analyst II Department: Information Systems Job Description: The Service Desk Analyst II provides support for technology-related incident resolution and requests reported to the service desk. The Service Desk Analyst also serves as a key technical/clinical IT resource for support of a broad set of technical /clinical and business applications. Responsibilities include initial assessment, triage, research, and resolution of IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. The Service Desk Analyst II serves as a second level technical/assistance for the Service Desk Analyst I. Level II handles issues escalated by Level 1....