Help Desk Anaylst

Overview

Job title: Help Desk Analyst Job Description: This position provides front line IT technical support to employees. The incumbent efficiently and effectively satisfies user requests and solves their problems while ensuring that departmental processes and quality standards are maintained. He/she may directly satisfy a request, solve a problem, or arrange for other IT personnel to assist as needed. Follow-through and internal customer satisfaction are key success factor. A focus area is day-to-day requests relating to PC hardware, software, printing, applications and mobile user devices. Frequently he/she will implement new and upgraded user software, desktops, or other client hardware / software. Additionally, the position may resolve more complicated issues and complete higher level and/or non-standard requests. The incumbent may lead small/short-term projects supporting technology upgrades, rollouts, etc. Required skills & experience: - 5+ years technical support experience including 2 years supervising support teams or leading projects. - Personal computer, Microsoft Windows, Active Directory, VPN, Remote support, networking and operations experience. - Experience in analyzing operations, including project management through implementation and support. - 5+ years technical experience with telephone systems/software - Ability to function in a multi-system Microsoft environment using Word, Outlook, the Internet, and department software applications - Excellent verbal and written communication skills - Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required. - Possesses the cultural attributes of the organization and understands how to work in a small fast paced environment. - Understanding of Microsoft Azure and the configuration and use of the environment. What you need to know: - Analyzes, installs, configures and troubleshoots associate issues relating to hardware, software, network and communications - Documents all configurations, images and resolutions relating to PC’s, networks, software, and issues - Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate desktop problems. - Consistently follows standard troubleshooting steps to resolve problems. Documents and evaluates incidents and problems on the various desktop systems - Provides support for diverse hardware, software, and equipment issues and problems, and service or maintenance for desktop equipment and systems - Customer Support for desktop software (Operating System and Applications), desktop hardware (desktops, laptops, and tablets), Personal Digital Assistants (PDAs), and desktop, phones, VPN and network printers - Functions with knowledge of: Microsoft desktop operating systems, basic computer networking, the OSI model, TCP/IP basics, understanding of common computer viruses, basic network and system administration, and the foundation of basic network security.

Benefits

Company

A technology-driven, care and benefit management service that enables individuals to live healthier lives in their homes. Our proven clinical model connects individuals to intelligent care delivering independence at lower costs.