Analyst, Help Desk

Covenant Living Communities and Services•Skokie, IL

1d•Onsite

About The Position

The Help Desk Analyst is responsible for providing leading edge technology support as well as comprehensive IT management of both hardware and software (PC desktops, laptops, printers, application software, etc) at the Corporate Office. They also provide tier 1 and 2 remote support at remote campuses. Analysts respond to queries either in person, over the phone, or via email. Responsible for IT orientation process at Central Office. The Help Desk analyst is responsible for management of all hardware on location to meet both facility needs and industry needs. The Help Desk Analyst is an intermediate technical professional – with a customer service orientation - who can effectively provide a broad range of services, both directly to the end-user community as well as to the corporate office. Provide user & service support for staff Basic networking knowledge in order to identify network solutioning Deploy, troubleshoot, and maintain computer technologies for all staff across all campuses. Partner with escalation teams to identify required steps towards resolution or act as escalation point for campus support. Create exceptional customer experience, through driving problems to a successful outcome for the users. Manage customer satisfaction metrics and any associated plans of correction. Manage the day to day work order flow of the IT related issues of the organization using ticketing system to log issues. Manage onboarding and termination process to ensure proper permissions of applications & hardware given. Lead central office technology efforts as an on-site technology leader. Responsible for high impact, end-to-end ownership of all technologies at Corporate Office. Responsible for direct user support, as well as meeting overall facility and industry specific technology needs. Propose and deploy technology solutions, as well as providing ongoing troubleshooting and maintenance. Provide AV support. Implement and deploy new AV standards. Anticipate problems and create mitigation plans. Preparing written and verbal reports of activity and issues for IT management. Create and document local IT related policies and procedures. Maintain and update asset tracking software on company provided assets Lead technology solutions and provide user services for staff. Provide first level to intermediate level of support for direct user support and services. Execute training for users and manage compliance to training requirements, such as New Hire Onboarding. Identify all levels of troubleshooting and drive issues to resolution. Become subject matter expert in 1 or more applications Support and participate in Central Office I.T. workgroups Participate in workgroups as requested to aid in organization and discussion Gather information for workgroups as needed to aide in making decisions and planning

Requirements

High School Diploma
A+ Certification required
3+ years related experience in a technical IT services position
Intermediate knowledge of PC hardware, Windows OS’s, printers, Citrix and networking concepts.
Intermediate technology abilities to work effectively with a wide range of equipment and technologies.
Basic networking troubleshooting abilities.
Ability to keep up with trends, changing technologies, and best practices.
Excellent customer service skills and a desire to maximize customer satisfaction.
Ability to work independently with minimal direct oversight.
Ability to effectively complete required documentation activities.
Ability to drive successful results, from conception to conclusion.
Ability to own responsibilities from start to finish.
Ability to become a subject matter expert in one or more technical areas and share that skill to develop other IT staff.

Nice To Haves

Bachelor’s degree in Information Technology or related field
Network A+ Certification preferred
Hardware deployment experience is preferred
Experience working in a senior living facility or with older adults is preferred

Responsibilities

Provide leading edge technology support and comprehensive IT management of hardware and software.
Provide tier 1 and 2 remote support at remote campuses.
Respond to queries in person, over the phone, or via email.
Manage all hardware on location to meet facility and industry needs.
Provide user & service support for staff.
Deploy, troubleshoot, and maintain computer technologies for all staff across all campuses.
Partner with escalation teams or act as escalation point for campus support.
Create exceptional customer experience by driving problems to successful outcomes.
Manage customer satisfaction metrics and plans of correction.
Manage the day-to-day work order flow of IT issues using a ticketing system.
Manage onboarding and termination processes for proper permissions.
Lead central office technology efforts as an on-site technology leader.
Provide end-to-end ownership of all technologies at the Corporate Office.
Propose and deploy technology solutions, providing ongoing troubleshooting and maintenance.
Provide AV support and implement new AV standards.
Anticipate problems and create mitigation plans.
Prepare written and verbal reports of activity and issues for IT management.
Create and document local IT related policies and procedures.
Maintain and update asset tracking software.
Provide first level to intermediate level of support for direct user support and services.
Execute training for users and manage compliance, such as New Hire Onboarding.
Identify all levels of troubleshooting and drive issues to resolution.
Become a subject matter expert in one or more applications.
Support and participate in Central Office I.T. workgroups.
Gather information for workgroups as needed.