IT Service Desk Analyst I

Solis Mammography•Addison, TX

3d•Hybrid

About The Position

This role is for an IT Service Desk Analyst I, focusing on providing services and support within the IT department. The position involves hands-on hardware setup and shipping support, promoting company values, staying updated on IT advancements, and collaborating with departments to meet IT needs. The analyst will make recommendations for IT optimization, log incidents and service requests, maintain records, and prepare troubleshooting materials. A key responsibility is avoiding service interruptions through system installations, updates, and maintenance within defined SLAs. The role also involves prioritizing and resolving IT concerns, escalating serious issues, and resolving client IT queries remotely or in person. Recognizing incident trends and data anomalies to escalate critical incidents or problems is also part of the role.

Requirements

1 year of experience in basic troubleshooting of computer hardware and software
Basic knowledge of network and server technology
Supporting in an environment that utilizes Windows 10 and IOS
Supporting Microsoft Office suites, including Office 2016 and/or Office 365
Basic troubleshooting of printers (installation/mapping, connectivity)
User management with applications such as Active Directory, Multi-Factor Authenticators, etc.
Desktop Remote Control tools (i.e., Bomgar, LogMeIn, etc.)
ITSM Ticket tracking system experience
Strong communication and interpersonal skills
Aptitude for high productivity and efficiency

Nice To Haves

Prior experience in a Healthcare technical environment preferred
Prior experience supporting clinical applications (e.g., PACS, RIS, MRS)
Mac hardware and macOS support experience
Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
College degree preferred
ITIL training and/or experience

Responsibilities

Provides as needed hands-on hardware equipment setup and shipping support.
Understands, promotes, and demonstrates the Solis Way
Keeping informed of advancements in IT.
Collaborating with all departments to ensure that IT needs are met.
Making recommendations to optimize IT performance and to prevent future problems.
Log incidents and service requests and maintains relevant records.
Preparing and maintaining troubleshooting and FAQ materials for easy-access and end-user guidance.
Avoiding service interruptions by performing system installations, updates, and maintenance procedures within a defined SLA
Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
Resolving incoming client and personnel IT queries remotely via email, chat, and phone, or in person at the corporate office
Recognizes incident trends and data anomalies to escalate possible critical incidents or problem