Help Desk Analyst

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Job description

Overview:
Allied Consultants, Inc. is an Austin-based firm which has for 32 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Help Desk Analyst to be a key resource on a technical services team.

Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.

Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law. Offers of Employment are contingent on a successful background check

Allied Consultants is an equal opportunities employer.

Responsibilities:
Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.

Troubleshoot and resolve complex issues related to business application use, configuration, and customization.

Conduct training sessions for users, empowering them to effectively utilize our applications.

Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.

Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.

Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.

Qualifications:
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required/Preferred

Experience

4

Required

Experience with help desk / service desk services.

4

Required

Experience with help desk software (e.g. ticketing systems, knowledge bases).

4

Required

(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)

4

Required

(at least 2) High-level knowledge of information technology systems and best practices.

4

Required

(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)

4

Required

(at least 2) Experience working with SharePoint Lists.

4

Required

(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.

4

Required

(at least 2) Experience with call handling.

2

Preferred

Experience with Remedy / BMC Helix.

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