IS Support Desk Analyst
Passionate, drivenpeople dedicated to making a difference in healthcare.
SpecialtyCare is a leading provider of clinicalservices to hospitals. We partner with hospitals to drive, sustain, andaccelerate high performance. We offer a portfolio of solutions that includeneuromonitoring, perfusion, surgical assist, autotransfusion, minimallyinvasive surgical support, and sterile processing. SpecialtyCare's cliniciansfocus their efforts to improve operational efficiencies, improve outcomes, andmaintain exceptional levels of satisfaction. We compete on results.
Job
Summary:
The IS Support Desk Analyst provides support for Level1 and Level 2 incident resolution and fulfills hardware and software requestsreported to the IS Help Desk. Responsibilities include initial assessment,triage, research, and resolution of basic incidents and requests regarding theuse of application software products and/or infrastructure components. The IS SupportDesk Analyst is responsible for collecting information through a customerconversation (phone, email, and walk ups), accessing support tools, andadditional support staff (service resources) if needed. Problems beyond thescope of the IS Help Desk's responsibility are resolved by engaging, in atimely manner, other service resources from facilities, division or corporategroups, or the system administrators group.
Responsibilities:
Providesupport for all Information Technology products and services. Support mayinclude answering questions, troubleshooting problems, teaching or instructingcustomers regarding software or hardware functionality, and communicatingpolicy. Additionally, it may involve troubleshooting printer issues and resolvingdifficulties with Smart Classroom Technology.
Determinesthe most effective manner to resolve client's technical issue. Engages in researchand in-depth troubleshooting to resolve technical issues. Consults with systemadministrators when necessary.
Recordsrequired customer and problem information in the IS Service Desk Ticket System.Updates tickets with appropriate journal entries of activities, and closestickets with resolution entered upon completion of the job.
ResolvesLevel 1 and Level 2 issues. Elevates complex Level 3 and/or high priorityproblems to the appropriate support groups for resolution.
Verifiesthat suggested solutions effectively resolve the users' problems through verbalor email follow up.
Install,modify, and repair computer hardware and software, to include building,imaging, configuring, and deploying desktops and laptops.
Resolvebasic technical problems with Local Area Networks (LAN), Wide Area Networks(WAN), and other communication systems.
Effectively,professionally, and respectfully represents other Information Technology staffmembers, teams, and their services to the clients.
Workon Help Desk related projects as assigned by IS Help Desk Supervisor.
Provideafter-hours support based upon on-call rotation schedule.
Qualifications:
One year certificate from college ortechnical school; or three to six months related experience and/or training; orequivalent combination of education and experience.
Two or more years of experience inhardware, software, and network troubleshooting, or equivalent training and/oreducation are necessary.
Minimum of two years of Help Deskexperience. Customer service training and/or experience are beneficial.
This position requires handlingconfidential information in an appropriate manner. Customer interactions mustbe handled with diplomacy and tact. Individual must be able to gauge thecustomer's technical ability and communicate with them in appropriate technicalor non-technical language in a non-condescending manner.
This position involves projects and/orassignments requiring considerable decision-making authority regardingprocedures, plans, and schedules. Although there are sometimes problem-solvingguidelines for particular problems, there are no existing procedures orinstructions for those problems. The incumbent is on their own in solvingproblems and determining satisfactory solutions. Ability to work independentlyor in a team setting is necessary.
Preferred
Qualifications:
Windows 7/10 (Pro or Enterprise)
MAC OS X
Office 2010/2013/2016
DirectAccess/Cisco AnyConnect VPN
HP, Dell, and Lenovo laptop/desktoprepair
A+, Network+, Microsoft, or otherindustry specific certifications are considered a plus.
Must be able to learn and support newand fast-changing technologies.
Excellent interpersonal skills.
Good work habits under pressure.
Familiarity with a wide range ofstandard office automation products is a must.
High energy level.
Detail oriented.
Team player.
SpecialtyCare is an Equal Opportunity and Affirmative Action Employer.
Employment at SpecialtyCare is At-Will.
SC CORP
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
SpecialtyCare is a leading provider of clinicalservices to hospitals. We partner with hospitals to drive, sustain, andaccelerate high performance. We offer a portfolio of solutions that includeneuromonitoring, perfusion, surgical assist, autotransfusion, minimallyinvasive surgical support, and sterile processing. SpecialtyCare's cliniciansfocus their efforts to improve operational efficiencies, improve outcomes, andmaintain exceptional levels of satisfaction. We compete on results.
Job
Summary:
The IS Support Desk Analyst provides support for Level1 and Level 2 incident resolution and fulfills hardware and software requestsreported to the IS Help Desk. Responsibilities include initial assessment,triage, research, and resolution of basic incidents and requests regarding theuse of application software products and/or infrastructure components. The IS SupportDesk Analyst is responsible for collecting information through a customerconversation (phone, email, and walk ups), accessing support tools, andadditional support staff (service resources) if needed. Problems beyond thescope of the IS Help Desk's responsibility are resolved by engaging, in atimely manner, other service resources from facilities, division or corporategroups, or the system administrators group.
Responsibilities:
Providesupport for all Information Technology products and services. Support mayinclude answering questions, troubleshooting problems, teaching or instructingcustomers regarding software or hardware functionality, and communicatingpolicy. Additionally, it may involve troubleshooting printer issues and resolvingdifficulties with Smart Classroom Technology.
Determinesthe most effective manner to resolve client's technical issue. Engages in researchand in-depth troubleshooting to resolve technical issues. Consults with systemadministrators when necessary.
Recordsrequired customer and problem information in the IS Service Desk Ticket System.Updates tickets with appropriate journal entries of activities, and closestickets with resolution entered upon completion of the job.
ResolvesLevel 1 and Level 2 issues. Elevates complex Level 3 and/or high priorityproblems to the appropriate support groups for resolution.
Verifiesthat suggested solutions effectively resolve the users' problems through verbalor email follow up.
Install,modify, and repair computer hardware and software, to include building,imaging, configuring, and deploying desktops and laptops.
Resolvebasic technical problems with Local Area Networks (LAN), Wide Area Networks(WAN), and other communication systems.
Effectively,professionally, and respectfully represents other Information Technology staffmembers, teams, and their services to the clients.
Workon Help Desk related projects as assigned by IS Help Desk Supervisor.
Provideafter-hours support based upon on-call rotation schedule.
Qualifications:
One year certificate from college ortechnical school; or three to six months related experience and/or training; orequivalent combination of education and experience.
Two or more years of experience inhardware, software, and network troubleshooting, or equivalent training and/oreducation are necessary.
Minimum of two years of Help Deskexperience. Customer service training and/or experience are beneficial.
This position requires handlingconfidential information in an appropriate manner. Customer interactions mustbe handled with diplomacy and tact. Individual must be able to gauge thecustomer's technical ability and communicate with them in appropriate technicalor non-technical language in a non-condescending manner.
This position involves projects and/orassignments requiring considerable decision-making authority regardingprocedures, plans, and schedules. Although there are sometimes problem-solvingguidelines for particular problems, there are no existing procedures orinstructions for those problems. The incumbent is on their own in solvingproblems and determining satisfactory solutions. Ability to work independentlyor in a team setting is necessary.
Preferred
Qualifications:
Windows 7/10 (Pro or Enterprise)
MAC OS X
Office 2010/2013/2016
DirectAccess/Cisco AnyConnect VPN
HP, Dell, and Lenovo laptop/desktoprepair
A+, Network+, Microsoft, or otherindustry specific certifications are considered a plus.
Must be able to learn and support newand fast-changing technologies.
Excellent interpersonal skills.
Good work habits under pressure.
Familiarity with a wide range ofstandard office automation products is a must.
High energy level.
Detail oriented.
Team player.
SpecialtyCare is an Equal Opportunity and Affirmative Action Employer.
Employment at SpecialtyCare is At-Will.
SC CORP
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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