Senior Help Desk Analyst

Bethesda Health Group • St. Louis, MO

7d • $23 - $38

About The Position

The Senior Help Desk Analyst will serve as a leader of the IT Services team through mentoring and assisting team members with advanced trouble-shooting and by developing and documenting efficient support practices. This Senior Help Desk Analyst is responsible for maintaining detailed systems and application specific knowledge and function as a tier 2 escalation point for issues and requests. Additionally, the Senior Help Desk Analyst will perform the duties of other positions on the IT Services team as needed. Creates tickets for all reported issues while providing both remote and in person tier 1 and Tier 2 support. Closely monitors all newly submitted tickets to ensure prompt response. Troubleshoot and diagnose errors or technical problems and determine proper solutions. Serve as a functional escalation point and resolve technical issues the Service Desk is unable to resolve, escalating to Tier 3 when required. Document all processes and resolutions of ticket management while monitoring closely all newly created tickets to ensure prompt response and assignment. Able to provide documentation for hours spent working on job and completion of tickets under 2 business days. Participates in regular after hours support. Work closely with Network Management team on telecom issues including day-to-day provision, deployment and asset management. Work closely with Field Tech team on workstation issues including day-to-day provision, deployment and asset management. Work with vendors to resolve issues that cannot be resolved internally. Participate in training, coaching or assisting less experienced team members. Guides, advises and informs Help Desk Analysts as to appropriate procedures. Provides direct customer support: attempts to resolve user problems without dispatching technical support staff when possible. Able to perform onsite troubleshooting if needed. Assists Tier 1 with creating user accounts and physical access as part of on-boarding process and provides ongoing user account management support. May be assigned other duties as appropriate.

Requirements

• Bachelor's degree in computer science, management of information technology, management of information systems or other similar technology focused bachelor's degree and/or three to five years of related experience
• Valid drivers license
• Minimum five years end user/Helpdesk Support experience required
• Hands-on experience with Windows, iOS, Remote Desktop, Active Directory, Cisco, Mobile Device Management, Remote Support software, IT Ticketing systems, and EMR software
• Requires independent thinking/problem solving skills and proven ability to prioritize and execute multiple tasks in a high-pressure environment with minimal supervision
• Must be able to quickly identify appropriate internal and/or external support resources to resolve technical issues
• Must be able to train and guide less experienced team members
• Must be comfortable working with equipment vendors
• Must be able to initiate, coordinate, and manage projects from conception to completion
• Must support and conform to change management processes
• Must have and display excellent verbal and written communication skills
• Working knowledge of MS Word, Excel, PowerPoint, Outlook, Visio, MS Access
• Ability to identify and troubleshoot technical issues
• Multi-task and work under pressure
• Ability to provide excellent customer service in culturally diverse environments
• Be on call over weekends and evenings
• Ability to travel/drive

Nice To Haves

• CompTIA A+ and CompTIA Network+ Certification preferred

Responsibilities

• Serve as a leader of the IT Services team through mentoring and assisting team members with advanced trouble-shooting and by developing and documenting efficient support practices.
• Maintain detailed systems and application specific knowledge and function as a tier 2 escalation point for issues and requests.
• Perform the duties of other positions on the IT Services team as needed.
• Create tickets for all reported issues while providing both remote and in person tier 1 and Tier 2 support.
• Closely monitor all newly submitted tickets to ensure prompt response.
• Troubleshoot and diagnose errors or technical problems and determine proper solutions.
• Serve as a functional escalation point and resolve technical issues the Service Desk is unable to resolve, escalating to Tier 3 when required.
• Document all processes and resolutions of ticket management while monitoring closely all newly created tickets to ensure prompt response and assignment.
• Provide documentation for hours spent working on job and completion of tickets under 2 business days.
• Participate in regular after hours support.
• Work closely with Network Management team on telecom issues including day-to-day provision, deployment and asset management.
• Work closely with Field Tech team on workstation issues including day-to-day provision, deployment and asset management.
• Work with vendors to resolve issues that cannot be resolved internally.
• Participate in training, coaching or assisting less experienced team members.
• Guide, advise and inform Help Desk Analysts as to appropriate procedures.
• Provide direct customer support: attempts to resolve user problems without dispatching technical support staff when possible.
• Perform onsite troubleshooting if needed.
• Assist Tier 1 with creating user accounts and physical access as part of on-boarding process and provides ongoing user account management support.
• May be assigned other duties as appropriate.

Benefits

• 403b
• daily pay
• bonuses
• career advancement opportunities
• holiday pay
• Medical, dental, vision, prescription, and life insurance available for regular status full and part time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level