IT Service Desk Analyst

Summary:

This position is located on-site at our corporate office in Warwick, RI.  A shift differential is offered for a minimum of 3 hours worked per shift between 4:00 PM-9:00 PM.

The IT Service Desk Analyst works with RIMI employees to troubleshoot hardware and software issues and manage request for IT assistance.  The Analyst functions as first-level phone support for RIMI’s users across the organization.  Collaborate with other IT Service Desk Analysts as well as other IT staff.  Efficiently and courteously respond to requests for assistance sent to the IT Service Desk; manage incidents and requests through the proper workflow.  This includes documenting, triaging, resolving, and closing items.  Attempts to resolve issues on first contact.  During daily operations, the Analyst can interact with a range of users ranging from clinicians and C-level executives to members of individual departments.  As a result, the Analyst must always exhibit a high level of understanding, empathy, and customer service.

Schedule:

• Monday-Friday 1:00 PM-9:00 PM

Principal Duties And Responsibilities:

• Answer, evaluate, and prioritize incoming incidents and requests via the IT Service Portal, IT Service Support Phone, and RIMI community chats.
• Gather pertinent information and process and document all work via IT Service Desk system
• Help others identify the root cause of issues to ensure that they are properly addressed through repeated and thoughtful questions.
• Manage user feedback and respond to client concerns; escalate as needed.
• Analyze requests and quickly find solutions; escalate to appropriate application or IT team expert as needed.
• Respond to incidents and requests using the knowledge base.
• Assist in the maintenance of internal and external knowledge management/knowledge base.  Confirm that information exists and is current; update as needed or notify appropriate content experts to update.
• As assigned, create and edit user documentation, “how to” articles, and procedures as they relate to systems and processes.
• Participate in downtime events.

Basic Knowledge/Skills:

• Basic understanding and familiarity with healthcare environments
• Knowledge of ITSM tools, such as a service desk management solution
• Knowledge of Microsoft Office suite, Microsoft Office 365, and diagramming tools such as LucidChart
• Analytical skills
• Customer service-oriented
• Verbal and written communication skills
• Problem-resolution skills
• Ability to multitask
• Ability to work with diverse groups and individuals at all organizational levels
• Ability to assess impact of a situation and escalate as needed
• Ability to manage potentially volatile situations and demonstrate empathy
• Ability to work independently and as a member of a team
• Passion for working with a variety of users across multiple business areas
• Passion for technology and ways in which technology can solve business problems

Education:

• Associate degree
• Combination of relevant education & experience may be considered in lieu of associate degree

Experience:

• Service desk experience or relevant experience in a technology support-related field preferred

Supervisory Responsibility:

• None

Join an award-winning organization! With numerous private, state-of-the-art medical diagnostic imaging facilities, join the team that has been providing Rhode Island with imaging excellence for over 80 years! The American College of Radiology has named RIMI one of the first outpatient diagnostic imaging Centers of Excellence in the country and the first in Rhode Island.  RIMI also has the honor of being named an eight-time winner of Providence Business News' Healthiest Employers of Rhode Island Award, most recently in 2025!

RIMI offers best-in-class benefits to eligible employees including multi-tiered health plans, flexible spending accounts, generous paid time off, 401(k) plan with profit sharing component, uniform reimbursement, company "swag," yearly reimbursement for continuing medical education, educational assistance (reimbursement) program, student loan repayment program, and career development opportunities. Enjoy competitive pay and all in our innovative culture that consistently provides the highest levels of quality, safety, technology, and patient care.