Help Desk Analyst-Technology Services-FT

Job Summary

The Help Desk Technician is responsible for providing first-line technical support to end users, assisting with the operation of hospital computer systems and addressing daily operational needs. This role involves diagnosing and resolving technical issues, documenting support requests, and ensuring users have access to the necessary Information Technology (IT) resources.

Essential Functions

• Communicates appropriate information to principal staff member, supervisor, manager or director in a timely manner.
• Acts as the primary customer contact for the IT department. Assigns received work orders promptly and notifies assigned team members of new issues. Demonstrates population appropriate skill sets for all relevant patient populations.
• Escalates priority issues and provides communication to the department and management regarding critical system issues. Notifies users of logged issues, including but not limited to, work order numbers, progress, escalation, and down time situations.
• Uses analysis to troubleshoot and implement solutions to application, security, and user issues.
• Completes analysis to resolve issues with configuration or settings. Provides basic information and education to user on application functionality, purpose and use.
• Assists users with work processes on a regular basis. Initiates and follows-up with change control requests, implement communication to the department and users affected.
• Updates and closes resolved work orders in a timely manner providing detailed reports for analysis and improvements.
• Manages work orders by prioritizing critical, normal, and low impact issues and working accordingly.
• Educates customer regarding proper use of systems, security practices, network authentication and directory structure
• Manages work flow of help desk requests by working with IT team to expedite work orders and resolve and close issues in an efficient and timely manner.
• Maintains open lines of communication with end-users, hospital administration, co-workers and vendors.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• Associate Degree or Technical training in Information Systems preferred
• 0-1 years of Help Desk or Customer Support Experience required

Knowledge, Skills and Abilities

• Basic understanding of operating systems, including but not limited to, Windows, macOS, Linux, office applications, Microsoft Office, Google Workspace and network troubleshooting.
• Ability to actively listen, document issues, and provide proficient responses and communications, both verbally and written, to explain technical information clearly to non-technical users.
• Ability to provide a customer-focused attitude to support to end users.
• Working knowledge of help desk ticketing systems and remote desktop tools.
• Ability to empathize with customers.
• Ability to work in a fast-paced environment and multi-task.