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Operations Service Desk Analyst

Orion Health Group - Scottsdale, TAS

Source: uWorkin


  • Dental insurance
NOTE: We are unable to sponsor visas or work authorizations at this time.
Reasonable accommodations will be made during the interview process upon request to assist those candidates with disabilities.

We are a New Zealand-based software company with a global reach, and a growing US presence; we have staff, offices and customers all over the world. Our award winning healthcare IT solutions are utilized by leading health organizations. Using the latest technologies to develop health software for “precision medicine,” we make a positive difference in people's lives.

About the role
The Operations Service Desk Application Analyst is responsible for triage and troubleshooting of our client environments in a 24 x 7 Service Center. Proactively and reactively respond to alerts, emails, phone calls and ticket queue’s in order to resolve, escalate, and communicate within established SLAs. They help in fulfilling Orion Health’s purpose - to revolutionize global healthcare by optimizing the algorithms of life.

Responsibilities include:
Email communications for scheduled maintenance, trouble tickets, and Major Incident Management
Stand-up and run bridge calls for priority incident management (MIM)
First Call Resolution for password resets, user account management, renew certs, license request, VPN management, service restarts, disk space cleanup, and onboarding new clients.
Triage proactive/reactive alerts and escalate internally to proper Support Team engineers according to established SLAs
Process access request tickets
Identify gaps for improvement
Troubleshoot and resolve technical solutions related to Orion software products and software development industry standards
Escalate urgent problems requiring more in-depth knowledge to appropriate resources within established SLAs
Follow HIPAA security standards set by Orion Health when interacting with patient data
Actively participate in any training/learning required whether it be self study or structured learning
Keep up to date with new software enhancements and releases

Behavioral and Technical Capabilities:
Achieves a satisfactory level of skill and knowledge in technical areas and keeps abreast of current developments and trends in the IT industry
Ability to ask questions, discern when escalations are needed and seek/accept mentoring from different levels
Ability to organize assigned tasks understanding level of urgency and discerning priorities according to predetermined parameters, policies and procedures
Develops logical ideas, approaches, and solutions to typical, unusual, or difficult situations or problems
Understands technical, procedural, and tactical tasks asking relevant questions and implementing answers or solutions as provided
Ability to provide clear and consistent communication in an organized fashion. Understand when to follow and when requested to lead an explanation or clarification of a mid to complex issue
Driven to produce. Can follow a plan and deliver results with some guidance
Ability to work both independently and as part of a team
Ability to resolve conflict and negotiate with differing parties
Ability to prioritize and manage time effectively

About you

2-3 years of hands on experience in on-site Application support level
Associates/Bacholors degree in Information Technology, Computer Science, Software Engineering or equivalent degree and/or equivalent work experience preferred
Business processes experience desired
Will consider grades and references in lieu for business experience
Knowledge of Network Protocols, Linux/Unix, Windows, Mac, Active Directory, Ticketing Systems
Knowledge of Performance Monitoring (java performance analysis, thread dump analysis, heap dump analysis)
Excellent verbal and written communication skills
Strong customer focus and genuine desire to assist
Strong work ethic and desire to get things done
Capable of operating within specified boundaries
Knowledge of networking fundamentals (http/https, tcp/ip, firewalls, proxies, ftp/sftp, ssh)
Knowledge of Application Performance Monitoring (java performance analysis, thread dump analysis, heap dump analysis)
Splunk Knowledge a plus
ITIL Knowledge or certification preferred

In return Orion Health offers:
We recruit quality and retain talent! We offer a competitive benefits package, including:
Competitive salary and incentive packages
Position is hourly, non-exempt
20 days of paid annual vacation leave; 5 days of paid annual sick leave; 11 paid holidays
Competitive insurance program, including medical, dental, life and disability and 401k programs
Work with High-end hardware and systems
Flexible, social and professional company culture; partial work from home flexibility

Background checks will be required upon an offer of employment.


All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, veteran or disability status, sexual preference or national origin.