Date: May 4, 2023

Location: Indianapolis, IN, US, 46254

Organization: HHC

Indianapolis Emergency Medical Services (EMS) is an organization that celebrates diversity, and seeks to employ a diverse workforce.  We actively encourage all individuals to apply for employment and to seek advancement opportunities.  Indianapolis EMS also provides reasonable accommodations to qualified individuals with disabilities as required by law.  For additional questions please contact us at 317-630-7427 or

FLSA Status


Job Role Summary

The Service Desk Analyst works all tickets with the intent of resolving while the customer is on the telephone, in person, or engaged in a remote session. 

Essential Job Functions

•    Work all tickets with the intent of resolving while the customer is on the telephone
•    Performs problem resolution on tickets and provide the knowledge article used before escalation of tickets.
•    Performs high level of trouble shooting on tickets 
•    Manages work through use of IEMS ticketing system 
•    Create a ticket for every call received in IEMS ticketing system
•    Daily maintain any assigned reports
•    Report to management any discrepancies of assigned reports
•    Escalate tickets to the appropriate Tier 2 resolver groups
•    Knowledge of IEMS systems
•    Maintain good notes to help customers working in IEMS systems
•    Must be able to understand and resolve calls for IEMS applications

Associated Job Duties

    • Able to understand and use support aids
  • Escalate tickets to the appropriate Tier 2 resolver groups
    • Constantly monitor tickets in the IEMS Service Desk queue
    • Communicates with users the status of identified problems and resolution
    • Maintains complete and accurate documentation in tickets
    • Instructs users in appropriate use and maintenance of equipment as appropriate
    • Report to management of a possible system degradation
  • Performs other job-related duties as assigned

Knowledge, Skills & Abilities

•    Problem solving skills
•    Maintain up-to-date notes on IEMS systems
    database usage
    network architecture
    personal computer architecture
    data communications
    use of personal computer software
•    Ability to:
    assist users in returning to work in the event of service interruptions
    provide consistently high levels of customer service
    adhere closely to defined Service Desk and Incident Management procedures
    consistently identify incidents for which prepared solutions are not available
    accurately record incident and resolution effort details
    good communication skills
    rapidly absorb demonstrated instruction
    comprehend computer systems/networks/software operations
    have strong oral/written communication skills
    have strong customer relations skills
    have strong empathetic listening skills
    apply documented procedures
    work quickly under time constraints
    quickly and accurately document customer reports of service interruptions
    understand simple to complex computer hardware/software problems
    exercise tact, patience, sound judgment and diplomacy in high stress situations

Job Requirements

•    Associates degree in Computer Science/Technology (preferred)
•    In lieu of educational requirement, high school diploma and 2 years solid helpdesk experience required
•    Valid Indiana driver’s license that meets the IEMS driving policy requirements
•    Interpersonal skills and a customer service understanding. Ability to communicate and exchange information. Willingness to work as part of a team in a dynamic and complex environment. Ability to work with a variety of people with varying degrees of technical and/or clinical knowledge  


  • Maintains patient and family confidentiality
  • Maintains protected health information in accordance with HIPAA and FERPA privacy guidelines and regulations


  • Employee may work under general supervision and receives general guidance on work priority with substantial employee latitude

Contacts - Internal/External

  • Personal contacts with inter/intra departmental personnel to provide services
  • External customer base to provide service

Special Effort Required

  • Ability to work with frequent interruptions.
  • Complete high priority tickets within 10 minutes after customer contact
  • Close all open tickets in your personal queue daily.
  • Ability to meet deadlines with time constraints and multiple demands from competing projects
  • Maintains diplomatic working relations with individuals and departments in regard to or relative to activities involved with computers and information technology

Working Environment

  • Fast-paced office environment with some project duties performed in IS
  • Comfortable sitting for long periods of time
  • May be required to attend meetings or perform work remote


It is Indianapolis EMS’ philosophy and policy to treat employees and applicants fairly and without regard to sex, race, color, religion, national origin, ancestry, age, sexual orientation, gender identity, veteran’s status or physical or mental ability.  Discrimination against any employee or applicant based on any of these conditions will not be allowed or tolerated.  For additional questions please contact us at 317-630-7427 or

Nearest Major Market: Indianapolis