End User Services Analyst

ProHEALTH Medical Management•New York, NY

14d•Onsite

About The Position

The End User Services Analyst plays a critical role in providing comprehensive technical support to New York Proton Center employees and external users/partner physicians. This role encompasses the support of various productivity applications, including the Microsoft Office 365 suite, and all user-assigned equipment such as desktops, laptops, peripherals, printers, and phones. The Analyst is also responsible for analyzing and addressing alerts from Endpoint Protection systems and ensuring efficient resolution or escalation as needed. Candidates should be familiar with ITIL foundational practices (Incident Management, Problem Management, Change Management).

Requirements

A Bachelor’s degree in computer science or related field of study is preferred.
At least 2 years of experience in the field of IT/IS providing customer support.
Prior experience in documenting activities in a Service Desk management system.
Experience supporting Microsoft Windows 10 and 11.
Strong interpersonal skills and customer service skills are required.
Exceptional written and oral communication skills are essential.
Willingness to work extra hours as dictated by operational requirements.

Nice To Haves

Experience creating reports with Microsoft Office products (Excel, Visio, Word) is strongly desired.

Responsibilities

Track and resolve all incoming Incident and Service Request tickets in the Service Now application.
Respond promptly to on-site and off-site users requiring assistance with NYPC-provided technology.
Manage account administration tasks, including onboarding and offboarding employees, temporary staff and external employees.
Handle common support issues such as password resets, printer setups, phone/passcode resets, and wireless connectivity.
Assist and train users on common productivity tools and non-clinical applications, including Microsoft Office 365 (Word, Excel, Outlook).
Provide service and support for desktop and mobile computer systems, including troubleshooting and hardware/software configuration.
Manage hardware assets.
Participate in the Continual Service Improvement (CSI) Program to improve operating efficiency through assignment of Jira Tasks.
Create IT documentation and Knowledge Articles.
Comply with all New York Proton Center policies related to Privacy Rules established under the Health Information Privacy and Portability Act of 1996 (HIPAA).
Perform other job-related duties as assigned, such as assisting the Application Support team in troubleshooting efforts or participating in project work.