HELPDESK ANALYST 1

Summary:

The focus of this position is on support of the Institute for Family Health technology, software and hardware. This position requires that the candidate have the ability to identify, research, document and problem solve as it relates to both software and hardware. This position requires excellent customer service skills. This candidate operates as a bridge between the end users throughout all departments and locations supported by the Institute for Family Health.

Description:

• Provides level 1 triage for all IT related issues:
• Computer support entails all end user hardware and non-medical software, configuration, troubleshooting, connectivity, installations and upgrades.
• Support and cross-train other helpdesk personnel
• Continual enhancement to helpdesk business processes to improve efficiencies
• Update and maintain the helpdesk “Run Book”
• Monitor EMR In-Basket tickets, transcribe to Track-It and address accordingly
• Monitor on-line support line and enter tickets and follow up accordingly
• Monitors sites and network availability during business hours and advises key personnel accordingly.
• Schedules after hour rotation coverage and switches on/off the helpdesk phone lines to the person on call’s cell phone.

• High School Diploma or equivalent required.
• BA degree preferred.
• Previous experience in the helpdesk support role in IT department.
• Demonstrated excellence in written and oral communication required.
• Has knowledge of commonly-used concepts, practices, and procedures within the customer service

Equal Employment Opportunity/Affirmative Action:

The Institute for Family Health is an Equal Employment Opportunity Employer. This job summary is intended to be brief and may not list all the duties and functions required, however, it does highlight the essential requirements. Nothing outlined in this job summary is to be construed as an express or implied contract of employment.

Please visit www.Institute.org for more information.