Help Desk Analyst

Help Desk Specialist Summary:
The primary role of the Information Technology Help Desk Specialist is to answer questions and manage requests related to information systems (IS) processes as well as direct support to members of the staff. Assists in promoting and improving user experience with the goal of optimizing organizational performance. Must understand troubleshooting methods, identification of potential system faults, and best practices for issue resolution. Monitors workflow implications, reliability, and informs IT leaders of concerns regarding digital architecture. Assists with the implementation of new technology and participates in the implementation of the upgrade process as advancements are developed.
 Essential Functions: 

• Technical:
  • Participates in daily IT operations to include response and resolution of trouble tickets.
  • Assists users by answering questions and providing support in a timely manner.
  • Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
  • Shares data required to analyze problems and track them to final solution.
  • Prepares and presents information related to IT problems and Help Desk activity for management review and/or action.
  • Assists with IT security audits or investigations.
  • Monitors security of systems, networks, and enterprise information.
  • Identifies and quickly resolves IT issues affecting the delivery of clinical services and patient satisfaction.

Education and Experience: 

• Technical Certificate in computer science or related field required; Associate degree or higher education preferred.
• Minimum 1 year of previous experience in an IT related position preferred.
• Help desk and system troubleshooting experience required, additional technical certifications a plus.
• Knowledge of on-premises infrastructure management and cloud-based services (SaaS) desired.
• Experience working with Microsoft Office Suite, Office365 user, and license management.
• Strong awareness of networking and internet protocols, including TCP/IP, DNS, SMTP, HTTP, and distributed networks. Knowledge of various network technologies (i.e.: routing, switching, firewalls, wireless, etc..) desired.
• IT experience specific to supporting Healthcare solutions desired.

 Additional Functions: 

• Standard:
  • Participates in maintaining the department and facility in a clean and orderly manner.
  • Consistently provides excellent service to patients, guests, and coworkers to promote efficiency, productivity, and satisfaction.
  • Follows safety precautions to prevent injury to self, patients, or others, and to prevent damage to hospital equipment/property. Follows policy in promptly reporting workplace injuries, occupational exposures, and other incidents.
  • Utilizes Hospital communication channels to receive and distribute work related information.
  • Attends meetings and participates in committees and special projects as assigned by hospital leadership.
  • Maintains and advances knowledge and skills through completion of training assignments, regular review of materials, or attendance in approved training events.
  • Demonstrates proficiency through completion of competencies where applicable.
  • Conforms to the Compliance Plan including the Code of Conduct and reports violations or suspected violations as outlined therein.
  • Complies with hospital and department policies, and applicable codes of ethics.
  • Upholds strict confidentiality of sensitive employee and organizational information.