IT HELP DESK ANALYST I

Axis Community Health • Pleasanton, CA

55d

About The Position

The role of an IT Help Desk Analyst I is to serve as the primary point of contact for all IT-related inquiries, responsible for analyzing, diagnosing, and managing escalations while resolving technical and user issues in a service-driven environment. This role requires quick comprehension and the ability to work independently. The analyst must efficiently manage time and tasks, resolving issues and handling requests both remotely and over the phone. The position demands flexibility in addressing various user skill levels and explaining solutions in a non-technical manner. Strong patience and excellent customer service skills are essential. Additionally, the role involves assisting end users with in-person support when remote solutions are not feasible, including travel to remote sites within a 15-mile radius.

Requirements

• High School Diploma or equivalent required. Associate degree in Information Technology or completion of a technical IT training program or related field is preferred.
• Basic knowledge of computer hardware, Windows Operating System, and common applications such as Microsoft Office and Email Clients, and the ability to learn and use Axis departmental systems.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Excellent business communication skills, with the ability to explain technical information in an easily understandable manner.
• Ability to prioritize tasks and handle multiple requests simultaneously and must be able to adjust priorities quickly as circumstances dictate.
• Customer-oriented mindset with a focus on providing excellent user experience.
• Basic knowledge of networking concepts and protocols.
• Excellent time management skills.
• Ability to work efficiently and effectively, even under pressure.
• Ability to lift and carry up to 30 lbs. and move all components of PC workstations, servers, network equipment, peripherals, and other ancillary equipment.
• Must possess a valid and current driver's license with reliable transportation, a clean driving record and automobile insurance is required.
• Strong analytical, employee relations, and interpersonal skills.
• Excellent writing, editing, and proofreading skills.
• Ability to interact effectively and in a supportive manner with persons of all backgrounds.
• Proactive, self-motivated and able to work independently in a fast-paced environment as well as on a team with the ability to exercise sound independent judgment.
• Ability to maintain a high level of confidentiality and a professional demeanor and must positively represent the organization at all times.
• Ability to establish and maintain positive and professional working relationships.
• Must be able to be at work regularly and on time.
• Must be a dynamic self-starter with demonstrated ability to work independently or in a group setting.
• A can-do attitude and attention to detail with the ability to organize.
• Ability to type a minimum of 35 WPM with minimal errors.
• Must be able to use office equipment (i.e. copier, fax, etc.).

Nice To Haves

• Experience with help desk software or ticketing systems is a plus.

Responsibilities

• Serve as a first point of contact and as a tier 1 help desk technical support, application support, and incident response liaison.
• Accountable for evaluating and testing new technologies prior to deployment to ensure the help desk analyst meet performance, security, and compatibility standards.
• Assigned for endpoint preparation and management to ensure seamless device integration, reduce security risks, enhance the overall productivity of employees, and aligned with the Axis company standards, enabling employees to perform their work efficiently and safely.
• Ensure compliance with privacy and security requirements by safeguarding sensitive data, enforcing access controls, and adhering to Axis Informational Technology (IT) security policies and procedures.
• Assist in identifying and reporting potential security risks or breaches, and support end users in following best practices for data protection and secure system usage.
• Create end user and IT internal documentation as needed.
• End user training of new technologies as needed.
• Collaborate with the Informational Services (IS) department and Informational Technology (IT) teams to facilitate workflow enhancements as required.
• Responsible for optimizing new technologies after deployment.
• Provide remote support and resolve issues over the phone or through remote desktop tools. Document all support activities and resolutions in the help desk ticketing system.
• Drive to other sites and locations as needed to perform job duties or support organizational operations.
• Participate in staff meetings, and attend other meetings and training events as assigned.
• May be required to perform other related duties, responsibilities, and special projects as assigned.

Benefits

• Employer paid health, dental, and vision benefits to the employee.
• Option to participate in a 403(B) retirement plan with employer matching contribution.
• Partial educational reimbursement.
• 12 paid holidays.
• Accrued paid time off with each pay period.
• Employee discount programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED
• Number of Employees: 101-250 employees