Service Desk Analyst

Minneapolis, Minnesota
Oct 12, 2017
Oct 26, 2017
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.



At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.


Position Description

This position is responsible to support to the UCare organization via phone, remote, and onsite support. Provide real-time application or hardware support to eliminate or avoid business impact. Troubleshoot, diagnose and resolve incidents/problems and outages of production environments. Respond promptly to incidents and escalate when appropriate.   

·Triage Service Management incidents and requests in the IS ticketing system.  This includes creating, completing, reassigning, and escalating as needed in an efficient and thorough manner that also adheres with UCare compliance policies.   

·Troubleshoot end-user workstations and related hardware and software in order to deliver required service levels.

·Perform remote analysis, diagnosis, and resolution of complex desktop and application related problems for end users, and implement corrective solutions for all UCare users as needed.

·Provide tier 1 troubleshooting support for Amisys and ancillary applications, SharePoint, and application job/schedules.

·Collaborate with System Engineers, System Analysts, Developers and Desktop Support to ensure efficient operation of the company's desktop computing and application environments.

·Document instances of desktop equipment or component failure, repair, installation, and removal.

·Assist Service Desk Lead to ensure Service Desk documentation/knowledge base is up to date. Review and recommend new documents on an annual basis to ensure documentation and end user FAQ's are current.

·Other projects and duties as assigned.


Bachelor's degree in Computer Science preferred; demonstrated experience may be considered in lieu of degree. 

Required Experience

Three or more years of experience with hardware and/or Application/Production support. High level of expertise in the implementation, support and troubleshooting of production environments.  Demonstrated experience providing enterprise technical, customer support for HP hardware, Windows OS, Active Directory, VOIP, VPN, PCs and mobile devices.  Strong Analytical skills and well versed with problem resolution methodologies.  Strong customer service orientation.

Preferred Experience

Certification or experience with ITIL v3 Framework.  Health care experience. Previous experience of working in a Customer Services/IT Service Desk role. Previous experience of using Service Desk management tools. Previous experience of using Microsoft security and administration toolsets.


UCare is proud to be a recognized Star Tribune Top Workplace for the 8th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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