Help Desk Analyst

The Help Desk Analyst is responsible for providing technical support in the use and application of IT systems and processes to the staff of the organization's program. The IT Help Desk provides two tier supports for the organization, Tier 1 - help desk support via phone, email and in person, and Tier 2 - onsite, field supportJob Experience & Requirements :

• A.S. in Information Technology or related field or equivalent combination of education and experience.
• 2-3 years related experience and / or training.
• Basic knowledge of network systems management.
• Extensive knowledge in IT support / help desk.
• Experience with Microsoft Operating systems and GUI applications.
• Knowledge in the area of PC and application support, database systems and networking systems.
• Must have knowledge of Microsoft Office software.
• Must be able to read, write and understand the English and Spanish language.Essential Functions :
• Ensure that IT applications and systems function and are used properly and securely.
• Provide technical support of systems and processes to achieve compliance with our organization's standards for System Availability to ensure that stakeholders of our organization have access to accurate and reliable systems and the information required to provide the highest level of care.
• Provide technical support of systems and processes to achieve compliance with organization's standards for Help Desk Support to ensure that stakeholders of our organization have access to accurate and reliable systems and the information required to provide the highest level of care.
• Participate in the determination of priorities for system developments, acquisitions, maintenance and operations to support completion of the IT plan and budget.
• Develop documentation of IT systems and processes to ensure effective and efficient operations.
• Perform day-to-day computer tasks, such as user maintenance and system backups, IT inventory, including the issuing and recovery of IT assets provided to staff, to ensure the protection of organizational assets
• Performs deployments and installations, upgrades and repairs to hardware, software, and peripheral equipment, following our organization's policies, procedures, designs or installation specifications to provide accurate and reliable systems.
• Research technical concepts confer with users and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Receives and responds to telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, or operating systems.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the positionOther Duties :
• Documents and maintains resolution log for future reference.
• Orients and educates our organization's employees, including new hires to appropriate software programs.
• Provides one-on-one support to internal staff as required and makes recommendations if additional outside training may be required.
• Serves as a liaison between staff and the technology department to resolve issues.
• Handles, transports and set-up hardware equipment as dictated by the needs of the position and organization.
• Document activities carried out.
• Assist in other activities and departments when requested.
• Participate in Continuous Quality Improvement activities to support the quality of our organization's services.
• Precept new staff to support professional relationships with newly hired team members as required.
• Promotes positive employee engagement, teamwork, mutual respect and work safety practices.
• Maintain required mandatory skill updates.
• Comply with all policies, local, state and federal laws and regulations.
• Perform other duties as assigned.PI000122134a3b-29400-37047474