Help Desk Analyst

4 weeks ago


Chicago, United States Norwegian American Hospital 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 Set up email on mobile devices 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 Supports customers in the basic use of systems and hardware, with the ability to effectively instruct customers via the phone, e-mail, or walk-ins 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.



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