Help Desk Analyst | 40 hours a week | Informatics

About the position

Provide first class technical assistance to computer system users. Answer questions and/or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, Microsoft Office tools, electronic mail, and operating systems as well as electronic health record (EHR) and enterprise resource planning (ERP) specific application issues. This role is responsible for basic support on both technical and application-based issues, analyzing trends to proactively provide improved service and value to end users. These issues can vary from simple questions to more complicated matters. The Analyst will take care of many requests in a short conversation and is responsible for the client satisfaction. Analyst will escalate calls within the given time and criteria guidelines. Analyst records/registers information into Service Desk ticket system to ensure resolution in compliance with service level agreements. Analyst assists with access management tools to ensure the health systems' electronic data and infrastructure is secure. Including active directory, Azure/O365 administration maintaining end user accounts, permissions and access rights. Projects may be assigned.

Responsibilities

• Provide first-level support to end-users including hardware and applications
• Diagnose and resolve issues by identifying user issue; researching answers; guiding user through corrective steps
• Thoroughly record information into Service Desk ticket system to ensure resolution in compliance with service level agreements
• Active Directory and Azure/O365 administration including maintaining end user accounts, permissions and access rights
• Monitor and respond to support requests
• Escalate unresolved issues to higher-level support
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Maintain knowledge of current IT systems and technologies
• Develop training materials and procedures, or train users in the proper use of hardware or software

Requirements

• Bachelor’s Degree in Arts/Sciences (BA/BS)
• Associates Degree or Technical degree in networking
• 1-3 years maintaining a Microsoft domain
• Current Microsoft operating systems
• Setting up a subnet
• Citrix & Terminal Services
• Cisco Switches / Routers and Microsoft Office

Nice-to-haves

• Computer networking technical school or experience in a related field
• SharePoint & share level security
• Microsoft Exchange
• Microsoft Active Directory
• Problem solving
• Communication
• Customer service
• Escalation management
• Time management

Benefits

• Competitive base pay
• Matching retirement programs
• Health, Dental and Vision plans
• Health Savings and Flexible Spending Accounts
• Employee discounts including car rental, cell-phone plans
• Employer-paid, Long-Term Disability, Life, and AD&D
• Paid time off (PTO)
• Education Assistance Program
• Employee Assistance Program
• Employee Referral Bonus Program
• Discounted cafeteria meals
• Paid Parental Leave
• Employee Service Recognition program
• Voluntary plans including: Life, AD&D, Short-Term Disability, Critical Illness, Accident, Insurance, and Hospital Indemnity