Address
Form of workProvide support to end users in the application of technology within the enterprise. Includes working in a 24/7 Help Desk environment, responding to work orders, and maintaining hardware. Shift schedule would depend on what is currently available (day or night shifts). No splitting shifts between day and night.
DUTIES AND RESPONSIBILITIES:
Help Desk Analyst I
1. Receive and process employee IT requests via phone, support ticket, and walk-in.
2. Provide both remote support and physical desk onsite support as required.
3. Using IT ticketing system to document, prioritize, and track requests.
4. Diagnose hardware and software problems.
5. Repair and upgrade PC hardware and software.
6. Install/configure new computers and VoIP phones.
7. Troubleshoot printers, scanners, copiers.
8. Maintain inventory of equipment and supplies.
9. Provide quotes and assists in hardware/software purchasing requests
10. Monitors systems and performance alerts,
11. Escalates ticket to the appropriate team.
12. Research, learn and evaluate new software.
13. Documents and maintains knowledge articles
14. Other duties as required.
QualificationsEducation/Certification: : Associates Degree in related field, Industry certifications (i.e. A +, Network+, Microsoft Cisco).
Experience: 1-2 years in related field. 1-2 years of Health Care Experience. Experience troubleshooting and supporting Microsoft Office Suites. Basic understanding of Active Directory.
Equipment/Technology: Microsoft Technologies (Server/Client), ITIL based support methodologies
Language/Communication: Communication skills using speech and writing. Excellent customer services skills
Mathematical Skills: Basic
Mental Capabilities: Strong problem solving and ability to prioritize and work unsupervised. Can adhere to and follow instructions given to by Team Leads or Manager.
Interpersonal: Ability to interact with all personality types.
Performance: Ability to systematically troubleshoot complex problems.
