Help Desk Analyst

Profile

Provides Level 2 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs).

• Logs all incidents reported via telephone, email or voice mail.

• Attempts to troubleshoot and resolve all incidents reported to the Help Desk.

• Distributes and dispatches incidents to the appropriate support groups as needed.

• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.

• Conducts first level support using documented procedures and available system tools.

• Coordinates and tracks all system level production down resolution as necessary per documented procedures.

• Administers id’s, passwords and security rights for all internally developed web-based systems.

• Provides support for remote users (VPN and other connectivity issues)

• Documents processes and procedures as required.

• Ability to provide a high level of support with a customer first attitude.

• Ability to apply a high sense of urgency to all tasks.

• Ability to communicate effectively verbally, in writing, and fluently in English.

• Ability to provide a high level of problem solving and technical troubleshooting skills.

• Ability to work independently to meet objectives.

• Ability to communicate technology into business terms with customers at all levels.

• Ability to actively collaborate with vendors and other support teams for problem resolution.

• Ability to analyze information and use logic and process to address work-related issues and problems.

• Ability to provide careful attention to detail.

• Ability to function effectively under pressure as well as manage multiple initiatives.

• Ability to meet deadlines.

• Ability to multi-task and prioritize workload.

• Ability to perform well in a team environment, with staff at all levels, to achieve business goals.

• Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines.

• Maintain and secure sensitive/confidential information.

• Ability to work proficiently with Microsoft Word, and Excel.

• Working knowledge of HIPAA privacy and Security rules.

• Ability to work weekends and overnight hours as needed.

• Ability to lift 50 lbs.

• Light travel may be required.

High School Diploma GED required – 2yearsAA or 1 year exp

A , N , MCP, MCSE certifications preferred but not required

1 yrs Desktop/Helpdesk support experience,

1 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications

1yrs VPN experience
Posted by Pranita Bhattarai

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