What are the responsibilities and job description for the Help Desk Analyst position at Palo Verde Health Care District?
Welcome to Palo Verde Healthcare District, which operates under the name Palo Verde Hospital. Our employees are an important part of an organization dedicated to providing safe, effective, and quality medical care services for the benefit of the entire community. Our success is built upon the talents and contributions of each employee and on working as a team to achieve our goals. The more we work together, the more we can progress as individuals and as an organization and the better we can serve our community.
Do you thrive in a collaborative environment where you can contribute to the well-being of your community? If so, we have an exciting opportunity for you to join our team!
The Help Desk Analysts role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Evaluate documented resolutions and analyze trends for ways to prevent future problems. Operational Management
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Exceptional written and oral communication skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
High School diploma with 1 year computer related experience
Benefits:
- Comprehensive benefits package including medical, dental, and vision coverage.
- Other insurance coverage.
- Retirement 457(b) with 3% employer matching once vested.
- Paid time off, sick time and holidays.
- A supportive and collaborative work environment dedicated to patient care excellence.
Join our team and make a difference in the lives of our patients! To apply, please submit your resume and a cover letter outlining your qualifications and why you are interested in this position.
**Candidates whom are offered a position are required to submit to a pre-hire screening including a background check, drug screen, and reference check.
