Job Description
POSITION SUMMARY:
The IS Help Desk Analyst reports to the IS Help Desk Manager. Daily activities include providing technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting. Provide support for other Steward IS teams as needed. Must have the ability to maintain a flexible schedule, and cover any shift which can include occasional after-hours and weekend hours.
KEY RESPONSIBILITIES:
• Answer and record online calls coming into the 24/7 Help Desk
• Perform troubleshooting to end users for Steward Health Care and all its entities
• Utilize stored information and documentation to help resolve issues
• Utilize various communication methods including email and instant messaging applications
• Prioritize and escalate problems within given guidelines
• Triage calls to appropriate groups if request cannot be resolved
• Provide daily turnover reports
• Maintain proper shift coverage for answering calls
• Work with groups external to the Help Desk to ensure a timely and effective hand-off of triaged calls
• Participate in an on-call rotation
• Occasionally lift and carry supplies and equipment weighing up to 30 pounds
• Relocate to a new location if needed
• Perform other duties as assigned
• Travel to other sites required
• Demonstrates respect and regard for all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
• Commits to recognize, respect cultural diversity for all and communicates effectively with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.
REQUIRED KNOWLEDGE & SKILLS:
• One year experience in Customer Service, phone experience preferred, Healthcare IT preferred
• CompTIA A+, and/or CompTIA Network+ certification is preferred
• General knowledge of supported software packages: MS Office 2010, Office 365, Internet Explorer, and SharePoint
• Knowledge of desktop operating systems: 7, Win10 and Mac OS X
• Knowledge of Cisco SSL VPN, Secure ID, and Antivirus software
• Knowledge of wireless devices (iPhone, Tablets)
• Knowledge of HP/IKON printers
• Knowledge of repair of Intel based PC hardware
• Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
• General knowledge of LAN, WiFi, and internet protocols.
• Strong analytical and problem-solving skills
• Ability to multitask and prioritize work requirements
• Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
• Excellent organizational skills
• Ability to follow direction, to work independently and take initiative over diverse project areas.
• Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment
• Rely on experience and judgment to plan and accomplish goals
• Ability to express ideas concisely and clearly (verbal & written)
• Ability to prioritize projects and daily workflow.
• Ability to effectively prepare presentation material and present information to IS staff, management, hospital and public groups
• Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts
• Adhere to the department Mission statement and values
• HTML and/or PHP a plus
EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:
Education:
• 2 year college program certificate, or equivalent work experience
Experience:
• One year experience in Customer Service; phone experience preferred and healthcare IT preferred
Certification/Licensure:
• CompTIA A+, and/or CompTIA Network+ is preferred
Software/ Hardware:
• General knowledge of supported software packages: MS Office 2003,2007, 2010, Office 365 , Exchange, Internet Explorer, and SharePoint
• Knowledge of desktop operating systems: Windows 2000, Windows XP, Vista, 7, 8, and Mac OS X
• Knowledge of Cisco SSL VPN, Secure ID, and Sophos AV, Microsoft System Center End Point protection
• Knowledge of wireless devices including but not limited to Blackberry and iPhone
• Knowledge of HP/IKON printers
• Knowledge of repair of Intel based PC hardware
• Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
• General knowledge of LAN, Wi-Fi, and internetworking protocols: TCP/IP, netBEUI, Netbios, AppleTalk
Other:
• Ability to have a flexible schedule; to cover any shift, which can include occasional after hours and weekend hours.