What are the responsibilities and job description for the Helpdesk Analyst I position at EMERGICON LLC?
The Helpdesk Analyst I is responsible for providing frontline technical support to end-users, ensuring smooth daily IT operations across the company. Responsibilities include setting up new users, troubleshooting hardware and software issues, resolving support tickets, and escalating complex issues when necessary. This role supports both on-site and remote employees, with a focus on delivering efficient internal customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Monitor and manage the helpdesk ticketing system, ensuring quick response and resolution.
• Provide first-level technical support for Windows OS, Office 365, printers, and networking issues.
• Assist employees with password resets, software installations, and system access requests.
• Escalate complex technical issues to higher-level IT staff while ensuring proper documentation.
• Maintain basic IT security practices, including multi-factor authentication (MFA) support and phishing awareness.
• Ensure compliance with company IT policies and HIPAA security regulations.
• Assist in setting up and securing workstations, mobile devices, and VPN access.
• Update and maintain the knowledge base with troubleshooting guides and solutions.
• Document all support requests, resolutions, and recurring issues to identify trends.
• Suggest improvements to IT processes and assist in training end-users on best practices.
• Provide friendly, professional, and efficient IT support, ensuring a positive user experience.
• Work closely with other IT team members to resolve issues efficiently and enhance system performance.
• Assist in new hire onboarding, including workstation setup, account creation, and access provisioning.
• Align with and adhere to Emergicon’s core values in all duties.
• Other job-related duties as assigned.
EDUCATION AND EXPERIENCE
• HS Diploma/GED required.
• Minimum of an Associate’s degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of two (2) years’ experience in IT support, helpdesk, or customer service role required.
• Certifications (CompTIA A , ITIL Foundations) are a plus.
KNOWLEDGE, SKILLS, AND ABILITIES
• Experience in healthcare or EMS-related IT support is highly desirable.
• Strong troubleshooting skills with Windows OS, Microsoft Office 365, and basic networking.
• Familiarity with ticketing systems (e.g., Jira, Zendesk, or similar tools).
• Ability to support remote users via phone, email, and remote access tools.
• Strong ability to explain technical issues to non-technical users in a clear and professional manner.
• High level of patience and customer-first mindset.
• Ability to multi-task and prioritize support requests in a fast-paced environment.
• Knowledge of basic scripting, automation, or IT process improvement is a plus.
WORKING CONDITIONS
Work is primarily performed at a computer, requiring extended periods of sitting or standing at a workstation. The role involves physical dexterity for setting up new workstations, including lifting and carrying up to 50 lbs., as well as bending, stooping, and other movements necessary for equipment installation and maintenance.
WORK LOCATION AND SCHEDULE
• On-site role in Terrell, TX (not a remote position).
• Standard business hours (8 AM - 5 PM, Monday–Friday), with occasional on-call support.
Emergicon requires satisfactory pre-employment background check and drug screen.
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