What are the responsibilities and job description for the Help Desk Analyst position at SpecialtyCare Careers?
SpecialtyCare is Your Trusted Career Partner
SpecialtyCare is the premier clinical provider in partnering with hospitals and physicians to provide high performance patient care. SpecialtyCare offers opportunity for continuous learning, growth and career advancement. This is a HYBRID position located in Brentwood, TN.
· SpecialtyCare understands our Associates’ desire to advance their careers; we offer opportunities for significant growth
· SpecialtyCare encourages our Associates to utilize our generous annual allowance for Professional Development to attend meetings and conferences
· SpecialtyCare offers Tuition Assistance to pursue additional job related college education
Job Summary
The IS Support Desk Analyst provides support for Level 1 and Level 2 incident resolution and fulfills hardware and software requests reported to the IS Help Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The IS Support Desk Analyst is responsible for collecting information through a customer conversation (phone, email, and walk ups), accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of the IS Help Desk’s responsibility are resolved by engaging, in a timely manner, other service resources from facilities, division or corporate groups, or the system administrators group.
Responsibilities
· Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the clients.
· Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
· Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with system administrators when necessary.
· Records required customer and problem information in the IS Service Desk Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
· Resolves Level 1 and Level 2 issues. Elevates complex (Level 3) and/or high priority problems to the appropriate support groups for resolution.
· Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
· Work on Help Desk related projects as assigned by IS Help Desk Supervisor.
· Install, modify, and repair computer hardware and software, to include building, imaging, configuring, and deploying desktops and laptops.
· Resolve basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other communication systems.
· Provide after-hours support based upon on-call rotation schedule.
Requirements
·
One year certificate
from college or technical school; or three to six months related experience
and/or training; or equivalent combination of education and experience.
·
Two or more years of
experience in hardware, software, and network troubleshooting, or equivalent training
and/or education are necessary.
·
Minimum of two years of Help Desk experience. Customer
service training and/or experience are beneficial.
·
This position requires
handling confidential information in an appropriate manner. Customer
interactions must be handled with diplomacy and tact. Individual must be able
to gauge the customer's technical ability and communicate with them in
appropriate technical or non-technical language in a non-condescending manner.
·
This position involves
projects and/or assignments requiring considerable decision-making authority
regarding procedures, plans, and schedules. Although there are sometimes
problem-solving guidelines for particular problems, there are no existing
procedures or instructions for those problems. The incumbent is on their own in
solving problems and determining satisfactory solutions. Ability to work
independently or in a team setting is necessary.
·
Must be able to learn
and support new and fast-changing technologies.
·
Excellent interpersonal
skills.
·
Good work habits under
pressure.
·
Familiarity with a wide
range of standard office automation products is a must.
·
High energy level.
·
Detail oriented.
·
Team player.
Recommended Experience
·
Windows 7/10 (Pro or
Enterprise)
·
MAC OS X
·
Office 2010/2013/2016
·
DirectAccess/Cisco
AnyConnect VPN
·
HP, Dell, and Lenovo
laptop/desktop repair
A ,
Network , Microsoft, or other industry specific certifications are considered a
plus.
SpecialtyCare is an Equal
Opportunity and Affirmative Action Employer.
Employment at SpecialtyCare
is At-Will.