Helpdesk Analyst I

Job Summary:

The Help Desk Analyst I is responsible for the coordination and execution of the Information Systems Help Desk and Computer Operation functions. The primary goal of the Help Desk Analyst I is to provide quality frontline support with a high degree of customer satisfaction, technical expertise, and timeliness.

Qualifications:
High School Diploma or GED (Required)
2 year / Associate Degree in Computer Science or related field; or Vocational/Technical Degree in Computer Information Systems or related field. (Preferred) & nbsp

Work Experience:
1 - 2 years Experience in an information systems related job involving direct customer support & nbsp (Preferred)

Licenses and Certifications:
Preferred Certifications/Licensures: CompTIA A+ (Computer service technicians) & nbsp

Essential Functions:
TIER 1 SOLUTION SUPPORT:

• Provides frontline Tier 1 Solution Support to end users to provide expert and creative solutions on a variety of issues including hospital based applications and Information Systems policies and practices.
• Exercises independent judgment in triage, and prioritization of incoming calls to the help desk.
• Acts as first point of contact for all computer users.
• Dispatches appropriate technical support personnel to respond to help desk calls requiring on-site technical assistance.
• Uses provided application to remotely control users PC's in order to assist the user with routine tasks and /or resolve set up, log in, or other user issues.
• Works with the Service Desk Express Help Desk system, ensuring Incidents and work orders are routed to the appropriate resource personnel, and are escalated as needed. Maintains accurate and current data for reporting purposes.
• Acquires and maintains current working knowledge of hospital-based systems, current support policies, and methods of support delivery in order to provide technically accurate solutions to help desk users.

MONITOR OPERATING SYSTEMS:

• Monitors multiple systems, applications and servers plus general network health via console logs, screens and network monitoring tools.
• Notes and documents any unusual messages on console logs or screens.
• Notifies appropriate staff as necessary.
• Monitors environmental conditions of the Data Center.

TECHNICAL LEADERSHIP (TRAIN AND MENTOR) :

• Demonstrates the ability to impart knowledge to others and promote attitude of teamwork.
• Displays caring and effective communication and rapport with help desk users and co-workers.

TECHNICAL COMPETENCIES - HELP DESK:

• Performs technical competencies with task listed below.
• Executes scheduled as well as requested jobs according to established guidelines and assures jobs are completed.
• Prints, sorts and distributes reports to appropriate departments according to established procedures and schedules.
• Performs scheduled backup procedures on all systems to include loading tapes and manual backups.
• Performs scheduled reboots of systems/servers.
• Downloads data for updating various systems.
• Swaps mission critical equipment such as network printers with working spares.

TECHNOLOGY AND EQUIPMENT USE:

• Demonstrates technical skill in using equipment appropriate for role.
• Understands equipment operation.
• Maintains equipment in working order.
• Troubleshoots equipment problems.
• Uses technology to increase productivity.
• Adapts to new technology

DOCUMENTATION:

• Documents and submits required information and data in a timely fashion.
• Clearly and accurately documents designated processes, policies, products, service offerings, etc.
• Ensures that documentation is tailored to expected readers / users.
• Uses correct terminology.

Additional Duties:

• Adheres to the hospital and departmental attendance and punctuality guidelines.
• Performs all job responsibilities in alignment with the core values, mission and vision of the organization.
• Performs other duties as required and completes all job functions as per departmental policies and procedures.
• Maintains current knowledge in present areas of responsibility (i.e., self education, attends ongoing educational programs).
• Attends staff meetings and completes mandatory in-services and requirements and competency evaluations on time.
• Demonstrates competency at all levels in providing care to all patients based on age, sex, weight, and demonstrated needs.
• For non-clinical areas, has attended training and demonstrates usage of age- specific customer service skills.
• Wears protective clothing and equipment as appropriate.