Help Desk Analyst

The IT Help Desk will be responsible for providing technical assistance, support and maintenance related to computer systems, hardware, and/or software. The IT Help Desk will be responsible for administration and internal support of the PCs, printers, servers, and other related equipment. Tasks include end user support, analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, supporting the internal IT Helpdesk and performing PC maintenance, upgrades and configurations.

DUTIES AND RESPONSIBILITIES:

• Provide helpdesk support and resolve problems to end the user’s satisfaction

• Monitor and respond quickly and effectively to requests received through the IT helpdesk

• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

• Modify configurations, utilities, software default settings, etc. for the local workstation

• Utilize and maintain the helpdesk tracking software

• Document internal procedures

• Assist with onboarding of new users

• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

• Install, test and configure new workstations, peripheral equipment and software

• Maintain inventory of all equipment, software and software licenses

• Report issues to the Service Desk for escalation

• Manage PC setup and deployment for new employees using standard hardware, images and software

• Assign users and computers to proper groups in Active Directory

• Perform timely workstation hardware and software upgrades as required

• Audit daily reports to ensure systemic processes are completing each day

• Occasional travel may be required

• Adhere to the production standards set for the department and client

• Accuracy and confidentiality in handling medical records in compliance with HIPAA, Federal, State and Company requirements

• Other duties as assigned by manager

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE:

• Associates degree in Information Systems, Business Communications or related field; Bachelor’s preferred

• 2 years of relevant technical experience required

• Experience with Microsoft products, mainly Windows 10 and office products

KNOWLEDGE, SKILLS & ABILITIES:

• Strong organization and communication skills

• Ability to use professional language and grammar

• Intermediate to advanced Microsoft skills in Word and Excel

• Must have the ability to simultaneously talk and type

• Must be able to establish priorities and successfully complete multiple assignments

• Ability to work effectively both independently and also as part of a team

• Possess excellent verbal and written communication skills

• Strong analytical skills with attention to detail and accuracy

• Ability to type minimum of 25 wpm

PHYSICAL SKILLS AND ABILITIES:

While performing the duties of this job, the employee is occasionally required to stand or walk and lift and/or move up to 25 pounds. Also may be required to use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, or crouch or crawl; talk and hear

WORK ENVIRONMENT:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent/employee works in a temperature-controlled office environment. Incumbent/employee must be able to work on a computer for the scheduled shift; answers and makes telephone calls using a standard or computer soft telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources and utilizes multiple screens and systems simultaneously. All incumbents/employees are provided a Webcam and are required to on camera 100% of the time during the scheduled shift.

Illinois and Maryland Residents click below for compensation and benefits:

Hollis Cobb is an Equal Opportunity Employer