Overview 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. Qualifications EDUCATIONAL & EXPERIENCE REQUIRMENT 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. Health Service Desk Analyst II Associates degree from 2-year college or technical school; or two years (60 credit hours) coursework from 4-year college or university; or three years related experience; or equivalent combination of education and experience. At least one year experience in a related field is required. Experience must be in customer service, preferably in a help desk or call center role. Health Service Desk Analyst III Bachelor's degree from 4-year college or university; or six years related experience; or equivalent combination of education and experience. At least two (2) years experience in a related field. 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.