Help Desk Analyst I

Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!

JOB DESCRIPTION:

esk will be the first point of contact for internal employees seeking technical support via phone, email, or ticketing system. The role involves troubleshooting basic hardware and software issues, assisting with computer and phone setups, and providing guidance on IT policies and procedures. The Analyst will also maintain accurate records, utilize remote desktop tools, and collaborate with other teams for complex issues while adhering to company policies and maintaining a positive attitude when interacting with end users. This is a fully remote position.

SUMMARY OF POSITION

Provides customer service by offering level 1 technical support for internal employees. Serves as the initial contact for all employees looking for technology support. Deals with ambiguity and eccentricities.  Relies on internal and external sources to answer, evaluate, prioritize, and delegate incoming requests. Authors and updates solutions in our knowledge-based websites (ServiceDesk and Wiki).

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serves as the initial contact for all employees looking for technical support. Answers phone calls, troubleshoots issues or gathers the proper information to create a ticket. All requests are expected to have detailed documentation based on oral or written conversations.
• Prioritizes and responds to all tickets by either troubleshooting issues or escalating to the correct department based on the request.
• Documents incidents and their resolutions to develop a viable knowledge-base using ServiceDesk and Wiki.

• Effectively communicate via written, verbal, in person and virtual methods.
• Problem solving skills.
• Ability to use deductive reasoning.
• Knowledge of virtual platforms.
• Proficient use of MS Windows Applications (Excel, PowerPoint, Word, etc.).

QUALIFICATIONS

Education Level

High School Diploma or equivalent. Bachelor’s degree preferred.

Years of Experience

One to three years of related experience and/or training including basic troubleshooting experience. Experience in Active Directory preferred. Previous customer service experience preferred.

Required Certification/Licensure

IT certifications preferred.

PHYSICAL REQUIREMENTS

Task Percentage of Time/Frequency

Standing - 20%

Sitting - 80%

Squatting - occasional

Driving - occasional

Kneeling - occasional

Lifting - occasional

Bending - occasional

Time Type:

Pay Range:

Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:

• Medical, dental, and vision health coverage
• Flexible Spending and Health Savings Accounts
• 403b retirement plan with company match
• Paid time off and ten paid holidays
• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
• Diversity, Equity, and Inclusion employee resource groups
• Continuing education opportunities
• Employee Assistance Program

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. Centerstone does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our beliefs toward diversity and inclusion.

Our approach to diversity is simple—it’s about embracing everyone. Together, we continue to develop an inclusive culture that encourages, supports and celebrates the diverse voices and experiences of our employees. It powers our innovation and connects us closer to each other, to our clients and the communities we serve. We strive to create a workplace that reflects the growing world around us, and where everyone feels empowered, safe and welcomed.

Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.

Salary : $17 - $24