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IT Help Desk Analyst

2 months ago

WinstonSalem, United States EMS Management and Consultants Inc Full time
Who is EMS|MC

EMS|MC offers full-service revenue cycle management solutions and is the largest billing services provider focused exclusively on emergency medical services in the U.S. We offer services from software to hardware to billing services and everything in between.

For over 25 years, our high-quality service, results and customer-centric approach have set the standard in professional EMS billing. We have an emphasis on patient satisfaction and our client customization enables us to fulfill our mission of providing value-added, innovative financial services that enhance the delivery of a cost-effective EMS system.

With this level of specialization, we have built a team of dedicated, industry-leading experts with unprecedented experience to maximize our clients EMS revenue.

Job Type: Full-time

Location: Onsite- Winston Salem, NC

About the role:

Works closely with the IT Help Desk Manager and the IT team to provide professional IT service and assistance to EMSMC employees, remote users, business partners, clients, and vendors.

As an IT Help Desk Analyst with EMS|MC, you will:
  • Support the department with up-to-date knowledge regarding helpdesk activities and current department projects.
  • Maintain in-depth knowledge of all applications and IT-related processes.
  • Resolve user-reported problems that have been escalated by other staff using available tools and following procedures and policies.
  • Participate in major IT projects as needed, such as new infrastructure deployment.
  • Act as a liaison between clients and internal staff to assure accurate problem interpretation. Maintain communications with both parties during the problem resolution process.
  • Escalate problems and/or concerns to appropriate management in a timely manner.
  • Set up new hardware, software, and user access accounts in accordance with company standards.
  • Monitor and maintain hardware and software applications, including workstation operating systems, antivirus, and all business-related applications.
  • Participate in providing users with additional knowledge through planned classes, lunch/learns, etc.
  • Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
  • Consistently support and demonstrate the company mission and values
  • Keep Sr. Leadership team informed as requested
  • Involvement in special projects, committees as directed
  • Provide backup to other IT staff as needed
Requirements

You will be successful in this role if you:
  • Minimum of 1-year experience supporting end-users in a help desk environment
  • Microsoft Server 2012 or higher
  • Active Directory Management/Group Policies
  • Microsoft Office365
  • Ability to learn, understand, and work within specific client requirements
  • Willing and able to adapt to changes in a work environment, procedures, priorities, and job duties
  • Willing and able to expand work hours to meet business needs, sometimes with little or no notice. This includes participation in the on-call rotation.
  • Excellent customer service skills
  • Strong verbal and written communication skills
  • Ability to function well within a cross-functional team setting and independently
  • Detail-oriented
Key skills we hope you have:
  • Citrix (XenApp) and Remote Desktop Services
  • One or more of the following IT certification (A+, Network+, MCP, CCENT, VCP)
  • Understanding of network switching, VLANs and routing
  • VMware server management (4.1/5.5)
  • Working knowledge of HIPAA regulations, Medicare, Medicaid, insurance, liability, and tertiary payment methods
  • General office environment
  • Will be contacted after hours/weekends/evenings if IT problems arise; may need to respond to the office in person to address such problems
  • Frequent typing/data entry
  • Sitting for long periods of time, some standing
  • Lifting, carrying, squatting, bending, and/or crawling as needed to assist users, connect PC equipment, etc.
  • Use of basic office equipment such as PC, fax, printer, copier, telephone, scanner
  • Some travel required
Why EMS|MC:
  • Flexible Scheduling
  • Career development plans
  • Weekly wellness seminars
  • Comprehensive benefit package
  • Remote opportunities
  • All equipment provided