Help Desk Analyst

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Job description

Job Summary:
Serves as the initial contact and resolution point for users of all Information Technology supported systems. Receives requests via phone, e-mail or in person and records issues into Help Desk Call Tracking System. Troubleshoot, evaluate and resolve all desktop hardware, software, printer, copier, fax machine and scanner issues via phone, remote desktop control tools or in person. Enforces and implements policies and procedures for user logons, access to servers, internet, and other necessary resources. Monitors all online systems and escalates to appropriate personnel when necessary. Maintain all backup and restore processes. Work is governed by broad instructions, objectives, and policies. Provide excellent customer service at all times.

Required Qualifications:
- Require high school diploma or equivalent and a one year certificate from a college or technical school relevant to PC and software desktop support; OR a high school diploma or equivalent and two years relevant experience and/or training; OR equivalent combination of education and experience with Windows Operating Systems.
- Require current A+ certification or one (1) year customer service or healthcare facility knowledge related experience; A+ certification must be completed during the first year of employment.
- Require the ability to work any scheduled shift and to respond to on-call situations.

Preferred Qualifications:
- Prefer demonstrated written and verbal communication skills.
- Prefer demonstrated customer service and interpersonal skills.
- Prefer demonstrated ability to exercise considerable initiative and independent analytical and evaluative judgment.

Mandatory Education:

Preferred Education:

Required License and Certs:

Preferred License and Certs:

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