What are the responsibilities and job description for the Help Desk Analyst position at Epilepsy-Pralid?

We accept applications for open positions. We are an equal opportunity employer.

Empowering People's Independence(EPI), provides support to people with developmental disabilities, epilepsy, and brain injury through progressive, tailored care to improve their health, well being, independence, and social inclusion.

Job Purpose :

The primary function of this role is to provide technical expertise via the ticketing system, assist with project coordination necessary to install computer software products, modify / repair hardware and resolve technical problems.

Essential Functions :

Maintain familiarity with all key technology systems and applications in use at EPI, Inc. (currently using : Fund EZ, MediSked, eVero, Microsoft O365, CHOICES, CFRS, SolarWinds).

Consult with employees to identify and address opportunities to leverage technology to make processes more efficient and effective.

Manage Support Tickets & Requests via phone email and SolarWinds ticketing system.
Provide Level 1 & 2 technical support to EPI partners through service tickets.
Tracking all work in Self Service portal as completed and submitting accurate timesheets on a weekly basis.
Adapt working style and approach to effectively communicate with a diverse range of individuals.
A true team-focused spirit, with a willingness to jump in and help your coworkers.

Point of contact for IT vendors, maximizing the partnerships and holding them accountable for expected service delivery. (networking, phones, computers, copiers, mobile devices)

The following duties are performed in partnership with external IT vendors :

Assure continuity of the computer system for all system users.

Respond to user requests for service and determines nature and extent of support needed, escalating, as necessary.

Provide proper guidance, support, and service in a professional, courteous, and timely manner.

Research software products and applicability to organizational environment.

Recommend changes in software and hardware to improve computer capabilities.

Install, configure, maintain, and troubleshoot software and hardware used throughout the organization including phones, printers, copiers, etc.

Perform hardware / software upgrades and repairs to existing computer equipment as needed.

Prepare and maintain current documentation of key procedures.

Maintain up-to-date expertise in the operation and application of standard microcomputer software and a working knowledge of commonly used hardware and software.

Professional Deportment :

Consistently demonstrate EPI's Values :

Integrity

Courage

Adaptability

Respect

Adhere to all company / departmental policies & procedures and ensure departmental compliance.

Additional Tasks :

May serve on established and / or ad hoc agency committees or project teams as requested.

Other duties as assigned.

Performs other duties as assigned by Helpdesk Manager, IT Director designee that are within scope of practice.

Education and Experience :

1-2 years of experience in IT or related functions preferred.

CompTIA A certification preferred.

Desired Skills :

Mature interpersonal / professional skills to effectively collaborate, resolve issues, and maintain confidentiality.

Good verbal and written communication skills

Demonstrated ability to use poise, tact, and diplomacy, during difficult and / or stressful situations.

Proven ability to work in a fast-paced environment, with demonstrated ability to manage multiple tasks, and customer requests, while meeting deadlines

Qualifications :

Advanced computer skills including Office 365 applications, troubleshooting, and installation.

Must possess and maintain a valid NYS Driver's License; a vehicle is required for business travel.

Excellent organizational skills.

Good written and oral communication skills; able to communicate technical information to non-technical users.

Must be detailed oriented, able to multitask and make decisions independently.

Professional demeanor in dealing with others (both internal and external customers and colleagues); maintain constructive working relationships.

Complete required training within 90 days of being hired and maintain required certifications annually thereafter.

Must be receptive to feedback; willing and interested in continuous improvement and development.

Able to proficiently read, write, and speak English.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to talk, hear, stand, walk, and / or sit for extended periods of time; may have to twist, bend, use hand to finger, stretch with hands and arms. Specific vision abilities required by this job include close vision and ability to adjust focus.

While performing the duties of this position, exposure to changing weather conditions will occur.

Pay Rate $40,000 / yr-$50,000 / yr

Empowering People's Independence(EPI)

1650 South Avenue

Rochester, N.Y. 14620

Call or Text us at (585)204-0896

recruiter@epiny.org

Salary : $40,000 - $50,000

Apply for this job

Receive alerts for other Help Desk Analyst job openings

Help Desk Analyst

What are the responsibilities and job description for the Help Desk Analyst position at Epilepsy-Pralid?

What is the career path for a Help Desk Analyst?

Not the job you're looking for? Here are some other Help Desk Analyst jobs in the Rochester, NY area that may be a better fit.

We don't have any other Help Desk Analyst jobs in the Rochester, NY area right now.

AI Assistant is available now!