It Helpdesk Support Analyst

Job descriptionCurexa Pharmacy is seeking a Support Analyst to join our Help Desk!The Support Analyst is responsible for maintenance and configuration of information systems such as servers to the needs of the company. Training of colleagues to utilize and perform required tasks through operation systems and applications. Improvement and configuration of current operational systems and applications. Daily monitoring of all systems and troubleshooting as software, hardware, and user errors occur.Must be able to provide on-site support during operational hours.Must be able to provide after-hours support on time sensitive issues.Requirements· Education/Experienceo BS/BA College degree preferredo An ITIL qualification is preferable but not essentialo MCP or A+ certification would be desirable· Experience, Skills and Abilities:o Strong analytical and problem-solving skills required.o Excellent communication skills and telephone manners.o Two years previous IT Service Desk and/or Call Center experience preferred.o Incident Management experience – Managing incidents including business expectations and communication.o Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and up and Office 365o You will be a self-motivated achiever who gains satisfaction from providing excellent customer serviceEssential Functions and ResponsibilitiesThe IT Support Analyst will provide first and second line technical support to Curexa staff.Responsibilities include:· Respond to incidents and requests from end-users via phone calls, emails, and tickets created in Service Desk+ regarding IT issues and queries· Troubleshoot basic network issues such as internet connectivity· Troubleshoot basic desktop/laptop support issues· Triage and properly document and investigate issues before escalation.· Escalate unresolved calls to the Application Development team or to external support as needed· Log all calls, activities, and resolutions in the Service Desk+ system.· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner· Provide excellence in customer service for all support queries and adhere to all service management principles· Creating user accounts, reset passwords, assign security rightsWorking ConditionsThe work site is a climate-controlled environment with workdays ranging 6-10 hours per day as scheduled.Physical Requirements:· Prolonged periods sitting at a desk and working on a computer.· Must be able to lift up to 15 pounds at times.Essential Functions and ResponsibilitiesThe Support Analyst is interviewed and hired by the IT Operations Manager. S/he is delegated sufficient authority to successfully complete the duties, responsibilities, goals, and objectives that are assigned to this position.Assist in problem solving any requests made by an employee regarding any software or technical malfunctions that may arise.Duties and TasksTasks may be assigned that encompass not mentioned duties and responsibilities.Installation, configuration, and troubleshooting of both hardware and software required by company or accreditation standards.Maintenance and configuration of information systems such as servers to the needs of the company.Maintenance and configuration of storage systems up to HIPPA and HITECH security standards and standards of the company.Maintenance and configuration of operational systems and applications, and the complex integration into each other (windows based).Cooperation with management to run reports on both company and patient data and present said data to appropriate individuals.Training of colleagues to utilize and perform required tasks through operation systems and applications.Integration of policies and procedures into software to comply with company or accreditation standards.Participate in technical research and development that will provide continuous innovation of Curexa’s policies, procedures, and infrastructure.Improvement and configuration of current operational systems and applications.Daily monitoring of all systems and troubleshooting as software, hardware, and user errors occur.Must be able to provide on-site support during operational hours.Must be able to provide after-hours support on time sensitive issues.Ability to travel up to 30-mile radius to provide support for multiple sites.Measures of PerformanceThe Support Analyst should conduct his/herself in an ethical and prudent manner in compliance with all company policies and procedures which include personal phone call conversations, dress code, time off, leaving the pharmacy during working hours, holidays, vacation requests, customer service, lunch break, and punctuality. The code of ethics of Curexa should be followed in all duties performed as described by the employee handbook.Responsibilities assigned are completed in an effective, accurate and efficient manner.Attendance/tardiness policy is adhered to properly to maintain excellent customer service, fairness to co-workers and respect to employer.All personnel should conduct themselves respectfully toward co-workers, customers and practitioner offices. Customer service and communication should exceed the competition and be the foremost concern to employees. Always project a positive attitude and service with a smile. Customer complaints from individuals or physician offices should be few and professionally, efficiently, and expeditiously resolved.Personal conversations that are appropriate topics, should be kept to a minimum and a low, soft tone of voice as to not disrupt the work environment as per company policy. All employee personnel complaints should be directed toward the appropriate manager for resolution and not to other employees who have no authority to intervene. There is an expectation of a positive work environment with the sense of teamwork.Reporting RelationshipsThe Support Analyst reports to the IT Operations Manager.Job Type: Full-timeBenefits:401(k)Dental insuranceHealth insurancePaid time offVision insuranceExperience level:3 yearsSchedule:8 hour shiftDay shiftEvening shiftOn callWeekdaysWeekends as neededAbility to commute/relocate:Township of Galloway, NJ 08205: Reliably commute or planning to relocate before starting work (Required)Application Question(s):Can you work a consistent Saturday through Monday Schedule?Work Location: IN-PERSON