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IT Help Desk
3 months ago
Under the direction of the IT Manager, IT Analyst plays a critical role in an IT Department that supports 80+ servers, with 900+ users, across 20+ locations.
Benefits:
- Free Medical, Dental & Vision
Qualifications/Licensure:
- Knowledge of and experience with troubleshooting PC’s, printers and other peripheral equipment.
- Experience with Zendesk or other help desk or ticket management system
- Basic troubleshooting on Windows10, windows updates, Adobe Reader, Winzip, Java, Flash Player and other common software, required.
- Ability to effectively utilize available resources (such as self-research, vendors, consultants) to accomplish assigned tasks and projects, required.
- Ability to effectively follow various IT policies and processes to ensure the security and integrity of the IT infrastructure, required.
- Skilled with attention to detail to ensure troubleshooting is performed efficiently and effectively, required.
- Leverages listening skills to better understand the needs of the customers and to resolve the problem in the best way possible.
- Ability to effectively work independently and within a team, required.
- Excellent verbal and written communication skills, required.
- Ability to establish and maintain effective working relationships with employees, vendors, clients and other stakeholders, required.
- Knowledge of and experience with security software in a local network environment, preferred.
Required Experience:
- Some experience helpful providing PC & Phone support to end-users; health care industry and multi-site environment experience preferred.
- Microsoft Office products experience extremely helpful
- Prior experience of any kind with customer service and support, required
Responsibilities
- Conducts Service Desk Support duties by responding to support requests via ticketing and phone system in a timely manner. Provides remote and onsite assistance as needed; escalate trouble tickets to internal and outsourced engineers as needed.
- Utilize IT Enterprise Systems such as Active Management, SharePoint services and other Administrator tools to support end users in a Microsoft Windows environment.
- Handle various IT projects, such as system inventory, staff moves, and new office/site setups.
- Perform selected Systems Administrator duties with direction from the IT Director, IT Supervisor and/or Sr. System Administrator and independently.
- Responsible for troubleshooting key Management Information Systems – including EDR, EHR, Pharmacy, etc. – in coordination with the IT Team.
- Demonstrates tremendous customer advocacy, understanding when to escalate issues that cannot be resolved at the first level.
