Help Desk Analyst

Position Summary:

Under the supervision of the Help Desk Supervisor or their designee, this role provides first-line technical support to end-users via phone, email, or in person for Marshall Health Network’s information systems. The Help Desk Support Specialist is responsible for triaging, resolving, and escalating tickets as needed, while delivering excellent customer service and support in line with service level agreements.

Key Responsibilities:

• Respond to user support requests via phone, email, or in person.
• Triage Help Desk tickets and ensure proper routing and escalation.
• Document all ticket details per IT procedures.
• Monitor, update, and close tickets in line with service level agreements.
• Troubleshoot basic hardware/software issues (PCs, mobile devices, printers, peripherals).
• Assist users with basic software and hardware functionality.
• Reset passwords and unlock user accounts.
• Provide high-level customer service and maintain a positive user experience.
• Educate users on system use, security, and best practices.
• Assist with basic network connectivity and wireless access issues.
• Support users with email and internet access issues.
• Adhere to all safety protocols, confidentiality requirements, and organizational policies.
• Report to work as scheduled and complete required competency assessments annually.
• Contribute to process improvement and unit-specific performance initiatives.
• Perform other related duties as assigned.

Qualifications

Education:

• High School Diploma or equivalent is required.
• College Degree or related IT field, or equivalent combination of education and experience is preferred.
• Relevant certification (A+, Microsoft, ITIL) preferred.

Experience:

• 1–3+ Year(s) of Technical Support Experience.

• Hospital Experience Preferred.

The Kind Of Position-Related Experience Includes:

• Superior phone and email etiquette is required.
• Strong communication skills, written and verbal are required.
• Customer service and interpersonal skills needed for working with organization staff and coworkers.
• Ability to communicate effectively about complex matters with others who have varying levels of education.
• Ability to work under pressure and on multiple projects at once.
• Ability to meet aggressive deadlines.
• Intermediate knowledge of Microsoft Products.
• Better than average written and communication skills.
• Familiarity of PC networks
• Familiarity of Active Directory and folder security/permissions