Help Desk Analyst

1 month ago


Chicago, United States Humboldt Park Health Full time

**Essential Duties and Responsibilities**:

- Provides highly technical escalation support to Help Desk Analyst
- Manage SDP Help Desk ticket queue to ensure ticket resolution in the queue
- Add devices to Wi-Fi network
- Cisco phone configuration and set up
- Cisco phone directory/phone set up/maintenance
- Ascom phone setup/troubleshooting
- Pager setup/troubleshooting
- Patient phone setup and troubleshooting
- Create/disable accounts for NAH systems
- Reset/unlock Meditech, Athena, and AD account passwords
- Restore/unlock Meditech sessions for end user
- Create Meditech printers
- Create Meditech client sessions
- Image, upgrade, and deployment of IT equipment
- Purchase Requisitions-process purchase & capital equipment requests
- Document all process & procedures
- Maintains a high degree of customer service for all support queries
- Takes ownership and proactively deals with user and customer issues
- Logs all issues in the call logging/task tracking system with accuracy
- Assists in proactively monitoring systems for space usage and processor capacity
- Assign customer request/tickets in the Service Desk Plus queues to effectively assign and dispatch issues and requests to appropriate IT department
- Assists in developing and maintaining downtime procedures and disaster recovery plans
- Analyzes, diagnoses, and responds to inquiries to troubleshoot and resolves hardware and software issues; workstations, laptops, computer peripheral hardware, printers, wireless infrastructure

**Requirements**:
One to three or more years of experience.

**Education**: Required
- Bachelors or better

**Behaviors**: Preferred
- Team Player: Works well as a member of a group
- Dedicated: Devoted to a task or purpose with loyalty or integrity

**Motivations**: Preferred
- Job Security: Inspired to perform well by the knowledge that your job is safe
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization



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