Help Desk Analyst

The Help Desk Analyst position will provide clinical technical support for physicians, residents, and nurses in Paragon, (PCH, CCS, Emergency Department, and Operating Room Management, etc) and Athena EMR Systems., * Provide helpdesk phone support and remote support for end-users.

• Provide desktop support (hardware & software) for end users on-site
• Monitor servers and follow escalation procedures to on-call analysts for clinical application incidents, system alerts, and network & interface issues.
• Perform software installation and upgrades, as needed
• Utilize manual and automated processes/tools to monitor and maintain computing environments.
• Assist in supporting backup & restoration processes and procedures.
• Assist in the design, deployment, and maintenance of administrative, physical, and technical security controls as they relate to the helpdesk function/user communities.
• Ensure that all client process and procedures have been implemented, understood, and followed.
• Ensure proper use of client equipment and sensitive security information and reports

• Minimum of 3yrs helpdesk experience
• CompTIA A+ Certification
• Exceptional interpersonal and customer service skills including deescalating frustrated callers and providing “white glove support” to medical professionals or executives
• Experience using a ticketing system
• Proficient in MS Office & Outlook
• Strong leadership skills
• Ability to explain technical issues to non-technical people
• Strong analytical and problem-solving skills with consistent conclusions
• Familiarity with troubleshooting computer-related problems, specially with interval client computing platforms and network connectivity
• Basic understanding of laws and regulations regarding the EEOC and ADA
• Ability to provide practical solutions to complex problems in an independent work environment