Help Desk Analyst

M-F 8-5 once a month one day on a weekend

Duration

6 months with potential conversion or extension

Description
Microsoft centric products and Azure/cloud readiness
Everyone upgraded to O365
User mailboxes to exchange online
Fully roll out Teams by end of year
Piloting W10 still
Experience and understanding of on-prem vs cloud provided desktops
Mixture of Lapotops and virtual machines
Piloting windows virtual desktop but not a dealbreaker if they don’t have it
Some level of virtual desktop experience is necessary (WVD, Citrix, Vmware)
It's a non-profit healthcare company that provides health insurance for over 280,000 people in the Delaware Valley. They are looking to bring on a Level 1/2 Help Desk Analyst to join their team. This is a dynamic group who supports over 1,200 employees/contractors onsite by providing mostly remote phone support and some walk-up customers.
Working under general supervision, the Helpdesk Support Specialist is responsible for researching and resolving application problems reported by staff and providing assistance with technology related questions. Helpdesk Support Specialist documents all questions and resolutions within the ticket tracking system.
Helpdesk Support Specialist installs computer equipment for users, completing inventory logging of equipment.
• Will assist in responding to helpdesk tickets and perform general helpdesk staff duties as required.
• Document solutions within Knowledge Management tool.
• Display willingness to help and excellent customer service.
• Preferred understanding of Active Directory and related technologies - Group Policy, DNS, WINS, DHCP, and TCP/IP.
• Understanding of application distribution using tools such as but not limited to InstallShield, and Flexera AdminStudio with the ability to follow instructions for installing software.
• Experience in supporting physical computing devices and users connecting to a virtual machine.
• Required understanding of Windows registry.
• Knowledge of patch management and security

Enterprise Req Skills

Help Desk,Windows Os,Windows 10,Windows Active Directory,Windows 7,Vmware

Job Title

Help Desk Analyst

Top Skills Details

1) Full knowledge of troubleshooting Microsoft Office Suite;
2) Experience supporting Windows OS (7, 10, XP) and the browsers that go along with it. \*\*HPP does not have XP in their environment, but this is a BYOD environment and XP is still relatively popular among their users
3) Office 365 Troubleshooting experience
4.)Experience troubleshooting and supporting Mac/iOS, as many users work on their own Mac hardware

Worksite Address

,Philadelphia,Pennsylvania,United States,19107-4496

Additional Information

This position will be 100% remote through the end of 2020 and no definitive decision for returning fully on-prem has been established. They are open to the possibility of having a hybrid WFH/on-prem approach after their return to office.
It is important for this person to be comfortable navigating an enterprise environment, and have experience supporting different types of hardware and software. They use about 40 applications for their business, and while it\'s not important to know all of the applications, this person should be able to troubleshoot an error message that a user gets.
Very limited travel is required for this role due to changes in Medicare/Medicaid and their business growing into additional zip codes. Typically, the travel is only a few miles away, and the Help Desk team is driven in a company vehicle (or use the El train in Philly).
Screening Questions:
- What tools you\'ve used on a desk to deploy tools to machines?
- If not successful the first time around, how would you go about diagnosing the issue?
-

Drug Test Required

true

Experience Level

Intermediate Level

External Communities Job Description

Our client is a healthcare company that provides health insurance for over 280,000 people in the Delaware Valley. They are looking to bring on a Level 1/2 Help Desk Analyst to join their team. This is a dynamic group who supports their employees onsite by providing mostly remote phone support and some walk-up customers.

EVP

They are passionate about their technological transformation, and have several projects underway/on the horizon.These are all technologies that you will gain exposure to which will help you grow professionally:
- Upgrading their backend PBX environment to Cisco PBX
- Windows 10 upgrade will be ongoing
- O365 and exchange online environment
- Looking into introducing more MACs into the environment
- Significant focus going forward on cloud utilization
HPP puts a lot of attention into the health and wellness of it\'s employees, and the community that it supports.

Work Environment

This job operates in a healthcare setting. This role requires regular walking to various locations within the building and may require occasional travel to remote office location. This role also routinely requires the lifting, unpacking, setting-up and moving of computer related equipment.
There is an on-call rotation on this team, and candidates should expect to be on-call over the weekend about once a month. Calls rarely occur during the weekend, but do occasionally occur.

Additional Skills Tags

Help Desk,Windows Os,Windows 10,Windows Active Directory,Windows 7,Vmware

Additional Skills & Qualifications

This team supports internal users, and helps them with issues related to both hardware/software, and their own personal devices. The main issues that are resolved are related to Windows 7/10, Office 2010, Office 2016, and about 40 applications that uses. This team handles both phone support, and walk-ins. It is important for this individual is comfortable and skilled working with end users.
When an issue is too complex for this team to handle, they can escalate to the appropriate team depending on the specific issue (network, systems, desktop, etc). It is very important for this person to have excellent communication skills, and when escalating an issue, be able to understand and articulate what issue they\'re running into, and what steps they have already taken to resolve it.
Additional Top Skills:
- The ability to understand the difference between their physical/virtual environment, and being able to articulate that to users. (EX: walking a user through the transition between using a laptop/desktop to simply logging into a monitor using virtual servers).
- Documenting effectively, following and/or creating SOPs for troubleshooting and resolving issues
- Ability to work independently, researching new issues and being proactive

Impact to the Internal/External Customer

This role will directly support the employees of HPP

Interview Information

Virtual interview Ideally one step, but may have to go to a second step if schedules don\'t align.

Business Challenge

Working under general supervision, the Helpdesk Support Specialist is responsible for researching and resolving application problems reported by staff and providing assistance with technology related questions. Helpdesk Support Specialist documents all questions and resolutions within the ticket tracking system.