Helpdesk Support Analyst

Job Description

On-Site Support Analyst

This request for personnel is to support IT Solutions Center Service Desk. The immediate request is for analysts to provide technical hardware on-site support for healthcare accounts comprising Acute Care, Skilled nursing, and Assisted living type facilities. The candidate(s) will support day-to-day Service Desk related activities for the client. Candidate(s) will interface directly with the client in resolving complex hardware and software issues. The candidate will work daily on-site with the client in Toledo, Ohio. This position will require the candidate to provide technical support to include, but is not limited to, the following areas:

● Service Now

● Virtual Environments including VDIs and VPNs.

● Various health care applications.

● Windows 10 and 11 operating systems

● All Microsoft and Google products

Candidate(s) shall stay informed of all changes to the operating systems or software programs that affect clients. Candidate(s) will be required to provide technical support via phone as needed to support Service Desk. In addition, the candidate(s) must maintain records of correspondence received and responded to. Previous technical experience in an enterprise level environment is highly desired. Candidate(s) must possess the following:

● Excellent communication skills, both written and verbal

● Above average ability to interpret, analyze, troubleshoot and resolve technical problems

● Must be decisive, conscientious and interact well in a team environment

● Have a strong desire to learn and ability to follow policies and procedures

● Must have a strong working knowledge of and experience with computer hardware, software, and peripheral devices in a diverse environment

● Must be self-motivated and self-driven

● Ability to work under limited supervision

Preferred Education and Experience:

High School Diploma or Equivalent is required.

An Associate degree in a Technical or Computer Discipline or related field is preferred.

1-2 years of experience preferred with:

● Enterprise level Help Desk

● Knowledge of healthcare environment

● Onsite Support

Desired Skills/Certifications:

Windows 10 and 11 operating systems

Certification(s) preferred but not mandatory

● CompTIA Security+, MCITP (Enterprise Desktop Support Technician), A+, HDI Desktop Support Technician

Additional Requirements:

● 24/7 coverage is required, must be willing to work after hours and Holidays

● 3 to 4 years of customer service experience

● References upon request

Full-time