Help Desk Analyst
About The Position
Serves as the initial contact and resolution point for users of all Information Technology supported systems. Receives requests via phone, e-mail or in person and records issues into Help Desk Call Tracking System. Troubleshoots and evaluates utilizing policies and knowledge based articles to properly assign tickets for the resolution of all desktop hardware, software, printer, copier, fax machine and scanner issues via phone, remote desktop control tools or in person. Enforces and implements policies and procedures for user logons, access to servers, internet, and other necessary resources. Monitors all notification systems for information and escalates to appropriate personnel when necessary. Work is governed by broad instructions, objectives, and policies. Provide excellent customer service at all times understanding urgency and attention to details.
Requirements
- High school diploma or equivalent and a one year certificate from a college or technical school relevant to PC and software desktop support; OR a high school diploma or equivalent and two years relevant experience and/or training; OR equivalent combination of education and experience with Windows Operating Systems.
- Current A+ certification or other industry recognized IT certification; OR three (3) to five (five) years of experience in a healthcare facility with knowledge of two (2) or more healthcare related applications; OR college degree in IT field.
- Ability to work any scheduled shift for 24/7 operations including Hurricane team assignment.
- Background screening through The Florida Care Provider Background Screening Clearinghouse.
Nice To Haves
- Demonstrated written and verbal communication skills.
- Demonstrated customer service and interpersonal skills.
- Demonstrated ability to exercise considerable initiative and independent analytical and evaluative judgment.
Responsibilities
- Serve as the initial contact and resolution point for users of all Information Technology supported systems.
- Receive requests via phone, e-mail or in person and record issues into Help Desk Call Tracking System.
- Troubleshoot and evaluate issues utilizing policies and knowledge based articles to properly assign tickets for the resolution of all desktop hardware, software, printer, copier, fax machine and scanner issues via phone, remote desktop control tools or in person.
- Enforce and implement policies and procedures for user logons, access to servers, internet, and other necessary resources.
- Monitor all notification systems for information and escalate to appropriate personnel when necessary.
- Provide excellent customer service at all times understanding urgency and attention to details.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
