Help Desk Analyst

Saint Francis Health System

3d

About The Position

The Help Desk Analyst operates and monitors day-to-day business within the main Computer Data Center, helping assure data integrity through system backups and data storage. The role provides customer service and first-level support for hardware, software, and application deficiencies across SFHS, accurately recording and relaying information in the Heat problem-tracking system so problems and requests are addressed in a timely manner.

The position works with patients and customers, internal customers by telephone or face-to-face, external customers by telephone or face-to-face, and other healthcare professionals and staff. It requires independent judgment in planning the sequence of operations and making minor decisions in a complex technical or professional field.

Requirements

• High school diploma or GED.
• Three to four years of related experience.
• Outstanding communication skills.
• Working knowledge of Heat software.

Nice To Haves

• Bachelor's degree in Computer Science.

Responsibilities

• Monitor and respond in a timely manner to hardware, software, and system deficiencies.
• Maintain an accurate set of backup tapes, prepare them for off-site storage, and distribute reports.
• Provide first-level support by accurately recording and relaying information about SFHS problems.
• Enter service tickets into Heat and ensure tickets are completed as described and forwarded to the appropriate technical support group.
• Maintain professionalism in tone and content.
• Scrub hard drives on surplus PCs and maintain an accurate database of device IDs.
• Keep management informed of hardware and software problems, especially those that could or should be escalated.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED