IT Service Desk Analyst II

Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm’s business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.

We are seeking a full-time IT Service Desk Analyst that will work in our Tampa office. The IT Service Desk Analyst II holds accountability for providing customer technical support for software, hardware, and other system needs to Paradigm’s office and remote employees and contracted personnel; and for using the designated call tracking software to log, prioritize, assign, research, and close customer request. Additionally, this position is accountable for supporting desktop and laptop computers, application installation and other designated technical systems.

RESPONSIBILITIES:
Call Logging & Response

• Provide customer service-oriented telephone coverage to IT Support on assigned shifts. Includes working congenially with cross-functional teams.
• Log, prioritize and assign customer requests in a timely manner to appropriate specialist, including following current Priority One and System Downtime procedures as well as IT Operation’s department policies and procedures regarding needed forms/approvals and work assignment. Escalate unresolved problems to the next level of support as appropriate, striving for resolution of all open issues. Maintain clear, concise, and consistent records of work performed using the call tracking database.
• Demonstrate accuracy when providing oral and written responses. Provide accurate answers to customers from a technology or department procedure perspective.
• Responsible for checking technical support e-mail and voicemail accounts, in-box and mail slot, and processing requests within standard timeframes on assigned shifts.
• Receive, assess, troubleshoot, and complete technical support assignments within the standard timeframes (as Assignee).

Workstation Management

• Accurately configure and setup new PCs and laptops. Includes imaging and installation of software and necessary peripherals and physical attachment to the network. Assure quality standards are followed by following configuration and installation checklists as assigned.
• Assist with configuration and maintenance of equipment and third-party software applications.
• Participate in systems design and planning, including researching solutions and their costs, for identified system’s needs.
• Assist with PC, laptop, and associated software asset organization, including the creation and maintenance of documentation, licenses, and other systems record keeping.
• Troubleshoot hardware issues associated with PCs and laptops. Work with appropriate vendors for warranty work, including ordering and swapping field replaceable units.

Other-Systems Management

• Assist with audio visual equipment and computer hardware systems setup.
• Assist with maintenance of copiers, fax machines, printers, and phones as assigned.
• Use designated facility locks, access cards, and alarm systems appropriately.
• Perform necessary administrative functions for IT – PO, Check Requests, documentation, licensing, etc.

Process Improvement & Quality Assurance

• Assist in development of IT Support process documentation, including forms, policies and procedures as requested or initiated.
• Participate in the testing and implementation of new hardware and software.
• Assist in maintaining the online knowledgebase of frequent questions/issues and their appropriate response/action.
• Responsible for creating and running reports from call tracking database as needed or requested.

Education and Support

• Assist with the documentation and delivery of technical training to all Paradigm staff.
• Attend internal and external training to stay current with Paradigm systems and applications, and to update technical and customer service skills as needed.

Planning and Budgeting

• Contribute to Information Technology Services department planning and budgeting.

Enterprise Projects

• Assist with documentation, planning, testing and rollout of various hardware and software upgrades and implementation.

QUALIFICATIONS:

• Education - High School diploma required. Bachelor’s degree from an accredited college or university with study in computer science, engineering, management information systems, or equivalent business experience desired. Knowledge of and experience using Windows 10 and MS Office Suite. Basic hardware component understanding.
• Experience - Any combination of academic education, professional training or work experience which demonstrates the ability to perform the duties of the position.
• Language Skills - Ability to read and comprehend technical instructions, documents, etc. Ability to write correspondence, proposals, technical documentation, etc. Ability to effectively present information in one-on-one and small group situations to employees of the organization.
• Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret advanced technical instructions and comprehend abstract and concrete variables. Good problem-solving skills and data analysis skills required.

Paradigm believes that fostering a diverse and inclusive workplace is central to our mission of helping more people and transforming lives. We’re striving to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. For us, achieving this goal requires a workforce that respectfully embraces differences and commits to positive change, creating an environment where everyone is able to bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.