Job Openings >> Help Desk Analyst
Help Desk Analyst
Summary
Title:Help Desk Analyst
ID:1130
Department:Information Technology
Description

Job Summary:  This position provides front line IT technical support to myNEXUS employees. The incumbent efficiently and effectively satisfies user requests and solves their problems while ensuring that departmental processes and quality standards are maintained. He/she may directly satisfy a request, solve a problem, or arrange for other IT personnel to assist as needed. Follow-through and internal customer satisfaction are key success factor. A focus area is day-to-day requests relating to PC hardware, software, printing, applications and mobile user devices. Frequently he/she will implement new and upgraded user software, desktops, or other client hardware / software. Additionally, the position may resolve more complicated issues and complete higher level and/or non-standard requests. The incumbent may lead small/short-term projects supporting technology upgrades, rollouts, etc.


Duties & Responsibilities

Analyzes, installs, configures and troubleshoots associate issues relating to hardware, software, network and communications

Documents all configurations, images and resolutions relating to PC’s, networks, software, and issues
 

Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate desktop problems.

May be required to perform other duties as requested, directed or assigned

Consistently follows standard troubleshooting steps to resolve problems. Documents and evaluates incidents and problems on the various desktop systems

Provides support for diverse hardware, software, and equipment issues and problems, and service or maintenance for desktop equipment and systems

Develops solution to a variety of problems of moderate scope and complexity, referring to policies and practices for guidance.

Customer Support for desktop software (Operating System and Applications), desktop hardware (desktops, laptops, and tablets), Personal Digital Assistants (PDAs), and desktop, phones, VPN and network printers

Functions with knowledge of: Microsoft desktop operating systems, basic computer networking, the OSI model, TCP/IP basics, understanding of common computer viruses, basic network and system administration, and the foundation of basic network security.

 

Job Requirements

  • 5+ years technical support experience including 2 years supervising support teams or leading projects.
  • Personal computer, Microsoft Windows, Active Directory, VPN, Remote support, networking and operations experience.
  • Experience in analyzing operations, including project management through implementation and support.
  • 5+ years technical experience with telephone systems/software

Skills

  • Ability to function in a multi-system Microsoft environment using Word, Outlook, the Internet, and department software applications
  • Excellent verbal and written communication skills
  • Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
  • Critical thinker with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.
  • Creates a shared sense of direction and community among the teams
  • Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
  • Possesses the cultural attributes of the organization and understands how to work in a small fast paced environment.
  • Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues
  • Understanding of Microsoft Azure and the configuration and use of the environment.

Educational Requirements:

  •  Associates Degree (AA or AAS) level of knowledge in Business, Computer Science, Engineering or related field or equivalent experience.
Language Skills:
  •  Ability to read and communicate effectively in English.
  • Additional languages preferred.
  • Ability to respond to common inquiries or complaints from providers, patients or family members.

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