Help Desk Technician 1

The Help Desk Analyst 1 at Franciscan Missionaries of Our Lady Health System (FMOLHS) plays a crucial role in providing primary support services to internal users. This position is responsible for effectively troubleshooting, diagnosing, and resolving user issues and work requests in accordance with established service level agreements (SLAs). The support provided encompasses a wide range of issues, including system access, hardware, application software, and basic network communication problems. The Help Desk Analyst will respond to various requests for technical and application support via telephone calls, emails, and team member requests, ensuring that all interactions are documented, tracked, and monitored to guarantee timely resolution and customer satisfaction. In this role, the Help Desk Analyst is expected to deliver high-quality, consistent end-user support services to all employees within FMOLHS. This involves guiding users through corrective steps to troubleshoot and resolve their issues effectively. The analyst will document, log, escalate, and follow up on issues with end users and various sites, coordinating with other Information Services (IS) areas when necessary to resolve problems. Additionally, the analyst will assist in developing and complying with standards regarding documentation, end-user instructions, computer deployment, ticket logging, and monitoring. The Help Desk Analyst will utilize a computerized support tracking system to accurately track user support statistics, ensuring adherence to SLAs and facilitating planning for staffing levels. Staying current with new developments in hardware and software is essential, as the analyst will research the latest trends and studies involving computer-related procedures and methods. The role also includes preparing, reviewing, and contributing to an online support knowledge base for FMOLHS applications and systems, as well as participating in ongoing training and development as directed by management. Furthermore, the analyst will develop and implement data-driven performance improvement methodologies, maintain accurate records for evaluating organizational performance, and identify ways to improve current services, consulting with management on issues and problems. Ensuring the security, integrity, and privacy of FMOLHS data in accordance with organizational policies and procedures is also a critical responsibility. The Help Desk Analyst will utilize IS project management methodology and best practices to enhance individual and organizational efficiency, effectiveness, and outcomes.