Help Desk Analyst

Superior Air-Ground Ambulance•Town of Ellicott, NY

3d•$19 - $21

About The Position

All employees are expected to uphold the company’s high values and impeccable reputation within the medical community. One must demonstrate the company’s philosophy and values which are TLCS= Timeliness, Look Good, Customer Service, & Safety. Job Summary: The position will be responsible for service delivery and involved in the collaboration across organizational units. The Help Desk Analyst is a member of the Information Technology (IT) Team reporting to the Manager of Information Technology. The candidate of choice will be part of an agile IT group focused on collaboration with peer teams and stakeholders at any level to deliver technology designed to meet critical business requirements. Expectation of the Position: Supports the guiding principles & vision by exhibiting the following behavior with employees and providers: Excellence & Competence Communication Accountability Responsiveness Ownership

Requirements

College degree with background in Information Technology or three years of IT Help Desk experience preferred.
Professionalism: Is always respectful, grounded, always displaying a courteous, polite, approachable professional attitude with customers, vendors, and teammates alike
Customer Service: Understands our customers' needs and delivers for them
Teamwork: Fosters teamwork and is a great member of the team, does not offend internal or external customer base
Communication: Fosters an approachable style with a calm, engaging communication
Ethics: Exhibits unquestionable integrity
Good Decisions: Makes sound, smart decisions and welcomes input from others
Quality: Produces a high-quality work product
Efficiency: Executes with a sense of urgency and timeliness while maintaining accuracy
While performing the duties of the job, the employee is consistently required to sit; use hands, fingers, handle, feel; and talk, hear & see.
The employee is frequently required to bend, squat, crawl, climb, kneel, push, pull, stand, and walk.
The employee is occasionally required to reach with hands and arms.
Specific vision abilities required by this job include ability to adjust focus.
The employee is occasionally required to work under high pressure in a fast-paced environment with employees in 3 states in multiple locations.
Lifting requirements of a minimum of 50 lbs.

Responsibilities

Provides a high quality of Help Desk (end user) support and care, in a timely, friendly, and courteous manner, to all employees at all business provided and/or approved work locations
Is a regular participant in the IT On-Call Procedure, providing after-hours assistance on as need basis – both as the designated on-call resource (OCR) and as an available resource to IT OCR
Participates in and seamlessly supports critical business activities to include but not limited to The Chicago Marathon; on-premises guest events; training activities; meetings; presentations, etc.
Configures, provisions, and maintains all business provided applications, hardware, and online solutions
Provides consultation and support for all authorized applications and online services
Triages, identifies, and resolves issues impacting the use of business provided software and hardware solutions
Responsible for the preparation and seamless integration of new business technologies into existing suite of services
Provides training to end user staff and peers on as needed basis for all business provided resources, hardware, applications, and services
Is available to receive after-hours emergency support requests and calls, as directed to them
Manages and adjusts their schedule to align with maintenance activities relating to assigned work and projects
Plans and coordinates visits to regional corporate offices, remote stations, and other approved facilities to assist with IT product related issues
Assists as in the coordination and execution of approved IT maintenance activities
Maintains (KACE) service tickets, related documentation, and service tools
Provides expert assistance to peer/core teams
Maintains and updates industry related skills; participates in career development planOther duties as identified and assigned