Help Desk Analyst

Under the direction of the IT Director, IT Helpdesk Analyst plays a critical role in an IT Department that supports 80 servers, with 900 users, across 20 locations.

Benefits:

• Free Medical, Dental & Vision
• 13 Paid Holidays PTO
• 403 (B) retirement match
• Life Insurance, EAP
• Tuition Reimbursement
• Flexible Spending Account
• Continued workforce development & training
• Succession plans & growth within

Qualifications/Licensure:

• Knowledge of and experience with troubleshooting PC s, printers and other peripheral equipment.
• Experience with Zendesk or other help desk or ticket management system
• Basic troubleshooting on Windows10, windows updates, Adobe Reader, Winzip, Java, Flash Player and other common software, required.
• An ability to effectively utilize available resources (such as self-research, vendors, consultants) to accomplish assigned tasks and projects, required.
• Ability to effectively follow various IT policies and processes to ensure the security and integrity of the IT infrastructure required.
• Skilled with attention to detail to ensure troubleshooting is performed efficiently and effectively, required.
• Leverages listening skills to better understand the needs of the customers and to resolve the problem in the best way possible.
• Ability to effectively work independently and within a team, required.
• Excellent verbal and written communication skills required.
• The ability to establish and maintain effective working relationships with employees, vendors, clients and other stakeholders, required.
• Knowledge of and experience with security software in a local network environment, preferred.

Required Experience:

• Some experience helpful providing PC & Phone support to end-users; health care industry and multi-site environment experience preferred.
• Windows 10 and 11 troubleshooting and maintenance.
• Microsoft Office products experience is extremely helpful.
• Prior experience of any kind with customer service and support, required.

Responsibilities

• Conducts Service Desk Support duties by responding to support requests via ticketing and phone system in a timely manner. Provides remote and onsite assistance as needed; escalate trouble tickets to internal and outsourced engineers as needed.
• Utilize IT Enterprise Systems such as Endpoint Central, Microsoft365 services and other Administrator tools to support end users in a Microsoft Windows environment.
• Handle various IT projects, such as system inventory, staff moves, and new office/site setups.
• Perform selected Systems Administrator duties with direction from the IT Director, IT Supervisor, Sr. Network Engineer and/or Sr. System Administrator and independently.
• Responsible for troubleshooting key Management Information Systems including EMR, EHR, Pharmacy, etc. in coordination with the IT Team.
• Demonstrates tremendous customer advocacy, understanding when to escalate issues that cannot be resolved at the first level.
• Provide support in cyber security activities (example: help administer phishing campaigns/training, SPAM filtering administration, system upgrades and/or security patches).

St. John s Community Health is an Equal Employment Opportunity Employer