Provide technical and end-user support for issues directed to the Help Desk. This includes immediate support over the phone, resolution of tickets at your desk, or hands-on in-person assistance. Triage incoming Help Desk requests, resolving those of a more general nature, and when necessary, assign issue to appropriate IT staff members. Document the resolution of issues when closing Help Desk tickets. Create & maintain formal procedures for problem resolution to share across the team. Will work with others on the team to balance workload and provide coverage during all posted hours of support. Typical activities include:
- Receive escalated incidents from Level I Help Desk personnel
- Receive calls and e-mails on incidents directly
- Incident recording
- Incident Classification
- Incident Prioritization
- Incident Escalation
- Search for Work Around
- Update the customer and IT group on progress
- Perform communication activities
Level II Analysts have additional duties associated with project implantation and management, first call resolution, acceptance of call escalation and the escalation of calls to higher levels of support. Additionally, Level II Analysts have responsibility as a Subject Matter Expert on the support and troubleshooting of number of systems. When serving in a primary Help Desk role, the Help Desk Analyst II will typically handle between 30 and 45 calls per day.
Qualifications- Associates Degree in Computer Science, Systems Administration, Networking, Information Technology or related field is preferred; 4-5 years demonstrated experience working in a health care environment either as a help desk analyst or other field-based Level I support..
Requires at least one of the following certifications:
- A+
- HDI or Network+
2-3 Years IT operation with Expert Level Skill providing phone support for remote IS Users
- Excellent customer support skills, in person, over the phone, and in writing
- Logical problem solving skills and a willingness to learn
- Strong work ethic and can-do attitude
- Professional demeanor and be a team player
- Commitment to Innovation & Improvement
- Dedication to improving the experience of interacting with computers for end-users
- Attention to detail
- Ability to multi-task and follow-up on requests
- Ability to adapt to a changing technical environment
- Demonstrated Journeyman Level skills in the support of at least two of the areas listed below. To be considered a Journeyman in these areas the Analyst must demonstrate:
- Trained or certified with a good level of understanding concerning the system architecture
- General understanding of the database schema
- Understands how to setup the system and how to do high level system administration
- Able to assist end users and IS staff with critical aspects of the system
- Able to use monitoring tools within the systems
- Exhibits a strong desire to learn all aspects of the system. Pursues opportunities to learn both on the job and through formal instruction on line or in the classroom. Demonstrates a desire to continuously improve their knowledge and expertise.
- Demonstrated Areas of Expertise:
- Microsoft Active Directory Users and Computers
- Remote Desktop Services (Terminal Services)
- Thin Client configuration, management and troubleshooting
- Specialized PC-device configuration, management and troubleshooting
- Wireless monitoring and troubleshooting
- Microsoft Group Policy troubleshooting
- Management and deployment of applications or desktop systems
We offer the following benefits for you and your family:
- Competitive Wages
- Elite Low Cost Gold Plan Blue Cross Blue Shield Health Insurance
- Dental Insurance, Life Insurance, Vision Insurance
- 401K with company match
- Paid Holidays and Paid Vacation
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Skills Required
- Associate degree in Computer Science, Systems Administration, Networking, Information Technology, or a related field
- 4-5 years of demonstrated experience in a healthcare environment as a help desk analyst or Level I support professional
- At least one certification: A+, HDI, or Network+
- 2-3 years of IT operations experience providing expert-level phone support for remote information systems users
- Excellent customer support skills in person, by phone, and in writing
- Logical problem-solving skills and willingness to learn
- Professional demeanor and ability to work as part of a team
- Ability to multitask, follow up on requests, adapt to changing technical environments, and demonstrate attention to detail
- Journeyman-level support skills in at least two relevant systems, including system architecture, database schema, high-level administration, monitoring tools, and end-user assistance
- Experience with Active Directory Users and Computers, Remote Desktop Services, thin clients, specialized PC devices, wireless troubleshooting, Group Policy, and application or desktop deployment
