Help Desk Analyst

About the position

The position reports to the Manager, Technical Support or Director, Information Systems and provides first-line user support while delivering quality customer service to Beacon Health System Help Desk customers. The role involves receiving requests, analyzing and diagnosing hardware and software problems, resolving issues, and answering questions. When necessary, inquiries are directed or escalated to the appropriate staff. The position utilizes problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support.

Responsibilities

• Answering, evaluating and prioritizing all requests for assistance including incoming telephone calls, voice mails, e-mails, and in-person requests.
• Interviewing customers to gather information about their questions and/or problems, and leading them through procedures to diagnose issues.
• Utilizing problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support.
• Determining the source of hardware, network, or application questions or problems, researching, isolating, analyzing, troubleshooting, providing solutions, and following up to ensure resolution.
• Logging and tracking requests using the call tracking database and documenting all resolution activity.
• Providing information to appropriate IS staff to help eliminate recurring problems and documenting this in the IS knowledge base.
• Serving as IS customer liaison by interacting with customers at their work sites as assigned.
• Noting trends in questions received by the Help Desk and sharing this information with management for additional training.
• Assigning appropriate case levels to incidents and assigning appropriate response levels.
• Providing incident history, occurrence information, and reports to IS staff.
• Providing basic Help Desk training and application support to IS staff.
• Assisting with the diagnosis and resolution of unusual incidents.
• Communicating work-around solutions to IS staff.
• Participating in IS project implementations and providing project go-live assistance.
• Performing system access functions as assigned, following Beacon security processes and procedures.
• Improving Help Desk operations by enhancing scripts used by Help Desk Analysts and reviewing problem resolution text.
• Participating in generating Help Desk statistical reports.
• Recommending and participating in developing procedures and guidelines for the Help Desk.
• Maintaining Help Desk equipment and supplies.
• Presenting ideas for software enhancement to IS management.
• Participating in the development of Help Desk staff schedules.

Requirements

• Successful completion of an Associate's degree in Computer Science or a computer-related field from an accredited college or university (or equivalent course work and/or technical training).
• A minimum of two years of help desk or related experience in the repair and/or diagnosis of PC hardware and peripherals.
• Knowledge of basic networking concepts and proficiency in using personal computers.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work proactively and independently as a member of a team.
• Excellent interpersonal and communication skills, both verbal and written.

Nice-to-haves

• Knowledge of the various applications/tools/utilities currently used by Beacon.

Benefits

• Excellent customer service at all times.
• High customer satisfaction as measured by customer satisfaction surveys.
• Participation in department meetings and accountability for shared information.
• Completion of mandatory education and annual competencies within established timeframes.
• Maintaining license/certification in good standing throughout the fiscal year.