IT Help Desk Analyst

This position requires regular, reliable attendance and requires a high level of attention to detail and accuracy, The consequences of even a minor mistake can be significant for both patients and providers.

• Provide prompt and courteous customer service to the internal and external clinician and administrative client base.
• Answer, evaluate, triage and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with supported technology and applications.
• Diagnose and resolve technical desktop, clinical application, and end user device issues using various support tools.
• Must have the ability to work cohesively as part of a team and follow standard help desk procedures.
• Identify and escalate situations requiring attention from Tiers II & III staff.
• Use the help desk ticket tracking system to document requests and resolutions.
• Stay current with system information, changes, and updates.
• Assists with PC and application deployment.
• Provide after-hours support as part of the on-call rotation.
• Must have current/active driver’s license and be insurable for driving through our company insurance carrier.
• Support information technology project-based work as needed.
• Must adhere to set schedule of Monday-Friday; 8:00AM - 5:00PM.
• Continuous/active communication with managers and co-workers.
• Primarily an on-site position; you must be able to report to designated office location. Occasional remote work may be permitted at supervisor discretion.
• Other duties as assigned.

• Minimum of an associate degree in information technology or related field with 1 year providing enterprise IT support, or equivalent education/experience.
• Demonstrated technical knowledge of computing hardware, operating systems, and office productivity software. With a preference towards Microsoft products.
• Strong technical problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.

Preferred:

• More than two years working in support in an enterprise IT environment.
• CompTIA A+ or Network+ certification and/or higher technical education/training certificates.
• Healthcare experience is highly desired.
• Ability to communicate through written documentation of problem resolution.
• General understanding of networking and connectivity support.

Hours: 40 hours per week; 8 hours per day Monday-Friday (will participate in a call rotation which can include evenings and weekends) Wages: Starting at $27.73 per hour; DOE, education and internal equity of current employees Position Type: Full Time, non-exempt Benefits: Medical, Dental, Vision, 401K Retirement, Paid Time Off, Sick Time Off