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Help Desk Analyst

4 months ago

Olathe, United States KVC Health Systems Full time
Job DescriptionJob Description

Summary:

  • Provide technical assistance and guidance to the organization via phone, remote access, and field support. Troubleshoot desktop, server and network performance issues and make improvements as needed. Document work via user request system.

Location:

  • Olathe, KS

Schedule:

  • Hybrid: 1-2 days a week

Education:

  • Associate's Degree or equivalent from two year college or technical school
    • Or six months to one year related experience and/or training
    • Or equivalent combination of education and experience

Experience:

  • 1-3 years experience in a business environment with PC hardware, data networking and software troubleshooting

Qualifications:

  • Valid Drivers License
  • Valid Auto Insurance
  • At least 21 years old

Essential Duties and Responsibilities:

  • Respond to electronically submitted technical support requests.
  • Answer incoming technical support calls and triage issues for resolution or escalation.
  • Provide timely and quality customer service for end user support issues via the helpdesk ticketing system.
  • Escalate difficult problems to Tier 2 support.
  • Document work using the Help Desk ticketing system.
  • Create and manage phone numbers and voicemail accounts.
  • Assist users with application software issues or escalate as necessary.
  • Set up and manage user accounts and profiles.
  • Provide support and troubleshooting for various technologies.
  • Resolve issues independently using resources like internet research and vendor communication.
  • Collaborate with supervisor and team members as needed.
  • Provide written reports on issues and regular status reporting.
  • Maintain IT work areas and inventory, including equipment labeling and documentation.
  • Manage recycling of obsolete equipment.
  • Document parts needed for issue resolution or user requests.
  • Identify common problems and develop end user training documentation.
  • Perform other assigned duties.
  • Occasionally participate in on-call responsibilities.
  • Apply common sense understanding to carry out instructions in written, oral, or diagram form.