Help Desk Analyst
Help Desk Analyst
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Job Description
The IT Help Desk will be responsible for providing technical assistance support and maintenance related to computer systems hardware and/or software. The IT Help Desk will be responsible for administration and internal support of the PCs printers servers and other related equipment. Tasks include end user support analyzing requirements resolving problems installing hardware or software solutions license tracking supporting the internal IT Helpdesk and performing PC maintenance upgrades and configurations.
DUTIES AND RESPONSIBILITIES:
Provide helpdesk support and resolve problems to end the users satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process firstin firstout based on priority
Modify configurations utilities software default settings etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer monitor keyboard mouse hard drive and any additional specialized equipment
Install test and configure new workstations peripheral equipment and software
Maintain inventory of all equipment software and software licenses
Report issues to the Service Desk for escalation
Manage PC setup and deployment for new employees using standard hardware images and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Audit daily reports to ensure systemic processes are completing each day
Occasional travel may be required
Adhere to the production standards set for the department and client
Accuracy and confidentiality in handling medical records in compliance with HIPAA Federal State and Company requirements
Other duties as assigned by manager
QUALIFICATIONS:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE:
Associates degree in Information Systems Business Communications or related field; Bachelors preferred
2 years of relevant technical experience required
Experience with Microsoft products mainly Windows 10 and office products
KNOWLEDGE SKILLS & ABILITIES:
Strong organization and communication skills
Ability to use professional language and grammar
Intermediate to advanced Microsoft skills in Word and Excel
Must have the ability to simultaneously talk and type
Must be able to establish priorities and successfully complete multiple assignments
Ability to work effectively both independently and also as part of a team
Possess excellent verbal and written communication skills
Strong analytical skills with attention to detail and accuracy
Ability to type minimum of 25 wpm
PHYSICAL SKILLS AND ABILITIES:
While performing the duties of this job the employee is occasionally required to stand or walk and lift and/or move up to 25 pounds. Also may be required to use hands to finger handle or feel objects tools or controls; reach with hands and arms; climb stairs; balance; stoop kneel or crouch or crawl; talk and hear
WORK ENVIRONMENT:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent/employee works in a temperaturecontrolled office environment. Incumbent/employee must be able to work on a computer for the scheduled shift; answers and makes telephone calls using a standard or computer soft telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources and utilizes multiple screens and systems simultaneously. All incumbents/employees are provided a Webcam and are required to on camera 100 of the time during the scheduled shift.
Illinois and Maryland Residents click below for compensation and benefits:
Employment Type
Full-Time
