IT Sr. Service Desk Analyst

Premier Home Health Care Services, Inc. is a leading established Home Health Care Agency. We currently have an opportunity for an IT Sr. Service Desk Analyst in our White Plains office.

The Senior Service Desk Analyst provides technical support to end-users within the organization. This role is responsible for resolving a wide range of IT issues, including hardware and software troubleshooting, account management, network connectivity problems and hardware lifecycle. The ideal candidate possesses strong communication, problem-solving, and customer service skills with a focus on providing timely and effective support to all users.

Essential Job Responsibilities:

• Field incoming help requests from end users via self-service ticket creation, telephone, e-mail and in person in a courteous and professional manner.
• Diagnose and resolve complex hardware, software and network issues.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file back-ups and configuring systems and applications.
• Perform preventative maintenance including checking and cleaning of workstations, printers and peripherals.
• Comprehensive understanding of windows operating system and mobile device management solutions.
• Managing user accounts, permissions and access within Active Directory.
• Update, track, and reconcile Premier's computer assets as part of the company's on/ off-boarding process.
• Create and maintain knowledge base articles for end-users and IT support staff.
• Experience of working effectively within a team and collaborating with others to achieve company and department goals.
• Provide after hours and on-call support as needed.
• Adheres to and support Premier Home Health Care Services’ standards, policies, and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information, adhering to HIPAA and HITECH guidelines.
• This position will be required to be onsite 5 days a week. There will be no work from home (WFH).
• Performs other duties as assigned.

Qualifications:

1. Educational: Minimum of a bachelor's degree in information technology, computer science or a related field from an accredited college, university, or technical school.

2. Travel: Travel may be required for business purposes. If so, the employee must have a valid driver’s license issued by the state in which they work and a satisfactory driving record.

3. Work Experience:

a. A minimum of 3 years of experience providing level 1 & 2 service desk support.

d. Familiar working within a multiple location, distributed service business model.

4. Personal Abilities:

a. Excellent verbal and written communication skills.

b. Ability to manage own time effectively.

c. Exceptional interpersonal skills, with a focus on rapport building, empathetic listening and questioning skills.

d. Critical thinking, accuracy, thoroughness and consistency.

e. Ability to work well under pressure and demonstrate the ability to provide solutions.

f. Demonstrate the ability to take ownership, be accountable and a sense of urgency.

5. Technical knowledge and excellent understanding of:

a. Windows PC Operating systems.

b. IT hardware including and not limited to desktops, laptops, iPads, printers and smart phones.

c. Ethernet wired and wireless networking connectivity.

d. Microsoft Active Directory.

e. Basic Microsoft Office skills.

f. Networking, TCP/IP, DHCP and DNS.

g. Mobile Device Management (MDM).

h. Ticket management.

A and Network certifications are a plus.

Premier Home Health Care Services offers a competitive salary. In addition, Full Time Employees are eligible for medical, dental, vision, 401K, paid time off, holiday pay, short-term disability, life insurance, and an optimal legal plan. All interested applicants please apply today!

EOE/M/F/D/V

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Service Desk: 3 years (Required)

Ability to Commute:

• White Plains, NY 10601 (Required)

Work Location: In person