Computer Support Helpdesk Analyst

About the position

As a member of the Computer Support Helpdesk Team, the Customer Support Helpdesk Analyst is the first responder to IT related problems / inquiries reported by computer end users for systems used throughout the organization. Acts as the Customer facing ambassador of IT&S, working with the customer to accurately and concisely document issues and resolutions. Performs initial troubleshooting and remediation activities and escalates to second tier support for more complex problems. Logs, tracks, monitors, and escalates issue tickets in the IT Service Management platform. Coordinates resources needed to resolve issues. Contributes to knowledgebase.

Responsibilities

• Act as the first responder to IT related problems/inquiries reported by end users.
• Document issues and resolutions accurately and concisely.
• Perform initial troubleshooting and remediation activities.
• Escalate complex problems to second tier support.
• Log, track, monitor, and escalate issue tickets in the IT Service Management platform.
• Coordinate resources needed to resolve issues.
• Contribute to the knowledgebase.

Requirements

• Associate's degree in computer science or related field or equivalent combination of education and/or experience.
• Two (2) years of experience working in a large IT network environment (over 2,000 users) or equivalent education.
• Proficient in working with Windows operating system.
• Proficient in working with end user computer equipment.
• Two (2) years' experience working with computer Helpdesk call tracking systems.
• Good working knowledge of iOS devices.
• Good working knowledge in Microsoft Office Suite of products and web browsing applications.
• Analytical skills to evaluate hardware and software problems.
• Ability to monitor personal work assignments and complete them within set timelines.
• Ability to establish and maintain harmonious working relationships.
• Ability to effectively interact with populations of patients/customers.

Nice-to-haves

• Certificates in computer/networking field preferred.
• ITIL Foundation training would be preferred.
• Working knowledge of a virtualized environment.

Benefits

• Medical, dental, vision, life insurance.
• Paid time off.
• Basic Life and Accidental Death & Dismemberment (AD&D).
• Supplemental Life and AD&D.
• Dependent Life Insurance.
• Short-Term and Long-Term Disability.
• Accident Insurance, Hospital Indemnity, and Critical Illness.
• Retirement Savings Plan.
• Flexible Spending Accounts - Healthcare and Dependent Care.
• Employee Assistance Program (EAP).
• Identity Theft Protection.
• Pet Insurance.
• Education Assistance.
• Daily Pay.