IT Help Desk Analyst I

American Family Care • Hoover, AL

89d

About The Position

The Helpdesk Analyst I position is the first line of support to resolve issues related to AFC’s Electronic Health Record Systems and IT. This position’s primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper-tier support, and provide consistent, professional internal and external communication.

Requirements

• Advanced analytical and troubleshooting skills
• Superior customer service skills
• Above average interpersonal, verbal and written communication skills
• Able to effectively work independently to resolve problems
• Able to manage multiple priorities and follow through on projects to completion
• Ability to work well in a team-oriented environment
• Ability to successfully handle difficult situations and customers
• Associate degree in computer science or related field, can be substituted for 3-5 years directly related experience

Responsibilities

• Ability to communicate with users and management ensuring timely updates and status reports
• Ability to function in a high paced environment supporting healthcare professionals as they provide care for patients
• Experience supporting Windows Servers and workstations
• Practice and enforce security policies including MFA and Safe Practices
• Provide accurate and timely logging of incidents and resolutions in ticketing system
• Escalate problems as appropriate following proper policy and procedures
• Manage Active Directory environment managing over 1500 users
• Ability to troubleshoot printers and scanners
• Support and troubleshoot EMRs, Accounting, and other Business Applications
• Create and update knowledge base articles in Confluence for training and knowledge sharing
• Evaluate and recommend improvements to policy and procedures, software and hardware to Manager, Information Technology for review
• Gather and input data for regular reporting, decision making, planning and evaluation
• Maintain and assure confidentiality of data adhering to HIPAA privacy rules
• Support VOIP phone systems and users
• Utilize all available resources to conduct computer diagnostics to determine root causes of issues and resolve them

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree