What are the responsibilities and job description for the Service Desk Analyst I position at Center for Family Health and Education?

Job Description

Job Description :

Check out the role overview below If you are confident you have got the right skills and experience, apply today.

Help users resolve issues with computer hardware and software. Respond to inquiries, assess problems and issues with computer equipment and applications, help users resolve problems and issues and document inquiries and resolutions. Work closely with other IT personnel to provide assistance on issues that are outside the scope of your knowledge or expertise. Balance technical problem solving, customer service and collaboration to ensure personnel throughout the organization can access and use the software and resources they need to fulfill their duties.

Responsibilities :

Handle incoming queries and help end users with IT issues and problems either by phone, text or via email. Take detailed notes regarding the problem the user is experiencing, determine steps to take to resolve the issue and manage the flow of incoming support requests.
If possible, directly resolve the user IT issues as they arrive. This can involve either physically or remotely accessing the user’s computer and making required changes in the user’s system or setting, or walking the user through the necessary steps to resolve their issue.
If unable to resolve the incoming issues, or when the issue is outside the scope of your knowledge, provide detailed documentation regarding the problem to IT supervisory personnel.
Throughout the support process, maintain detailed records of the user issues with software and hardware.
Analyze users’ history of software and hardware issues and make recommendations to prevent future problems.
Perform system tests and updates.
Walk users through the process for installation of or access to various peripherals when necessary.
Support enterprise-wide operations by creating, editing and maintaining IT documents.
On-site troubleshooting and support requiring some occasional travel.

Required Skills and Qualifications :

Microsoft 365 experience required (Office 365, Windows, Sharepoint, etc)

Windows server and active directory required

Experience with VOIP Systems

Experience with Powershell and other automation scripting languages preferred.

Understanding of confidentiality and HIPAA security rules highly recommended.

CompTIA Certifications recommended

Technical Skills : Must have excellent technical and computer skills

Problem Solving : Must be able to devise technical and creative solutions to user issues

Communication Skills : Effective communication is key in this role.

Time Management : Must have excellent time management skills and be able to prioritize problems when handling multiple cases.

Team Collaboration : Must be able to collaborate with team members and coworkers.

Education and Training Requirement :

Must have at a minimum, an Associate’s degree in a related field (Bachelor degree preferred).

Familiarity with most business related computer programs and hardware is a necessity.

Experience working in a professional environment and familiarity with business software applications.

Applicants without a college degree but with a minimum 5 years of experience and extensive on-the-job training in a healthcare related field may also apply.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

J-18808-Ljbffr

Apply for this job

Receive alerts for other Service Desk Analyst I job openings

Service Desk Analyst I

What are the responsibilities and job description for the Service Desk Analyst I position at Center for Family Health and Education?

What is the career path for a Service Desk Analyst I?

Job openings at Center for Family Health and Education

Not the job you're looking for? Here are some other Service Desk Analyst I jobs in the Los Angeles, CA area that may be a better fit.

We don't have any other Service Desk Analyst I jobs in the Los Angeles, CA area right now.

AI Assistant is available now!