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Help Desk Analyst

Help Desk Analyst

Job ID 
2017-1923
# of Openings 
1
Job Locations 
US-NE-Omaha
Posted Date 
9/28/2017
Category 
Information Technology

More information about this job

Overview

Purpose of the Job:  

The overall purpose of this job is to provide first line technical support to internal staff.   The primary responsibilities of this job include working with both application software products and infrastructure components. Responsibilities will include initial assessment, triage, research and resolution of basic incidents and requests, which may range from straightforward to more complicated technical issues. The Help Desk Analyst will be responsible for collecting information through customer conversations, accessing support tools, and referencing additional support staff (service resources) if needed. Supports and lives out Immanuel’s Mission and CHRIST Promises.

Responsibilities

KEY RESPONSIBILITIES

 

Key Areas

Key Responsibilities and Duties of the Job

Help Desk

  • Acts as the first level of response for users to initiate request for services, troubleshooting or answers to questions.
  • Receive, log and manage Help Desk requests from internal staff, utilizing the issue\event tracking software.
  • Troubleshoot basic IT-related problems ranging from Microsoft Office suites to desktop operating systems.
  • Takes ownership of tier one (1) support incidents from acknowledgment through remediation and forwards more complex incidents through the escalation channels to the appropriate team.
  • Delivers exemplary customer care throughout the incidents lifecycle with the users’ satisfaction as the primary goal.  
  • Perform basic account management - create user accounts, reset passwords, create groups, etc.

Reporting/Metrics

  • Maintain workforce clearance documentation for new user onboarding.
  • Maintain the Help Desk database, track changes, and make recommendations that lead to a more accurate and improved Help Desk configuration.
  • Provide reports in support of compliance and governance.

Process Development

  • Create and maintain current internal reference material for self-help staff training.
  • Collaborate with users and IT staff to develop new and improved methods to resolve, avoid, or prevent future problems.

Compliance

  • Maintains and protects confidentiality with regard to employee access, employee onboarding and exit information as well as all aspects of patient care.
  • Adheres to Code of Conduct and Mission and Value statements.

Other

  • Performs other duties as assigned or requested.

 

Qualifications

QUALIFICATIONS

 

Education-

  • Bachelor’s degree majoring in IT, MIS or related field is preferred.
  • Equivalent years of experience may substitute for education requirements.  

Other Requirements –

  • Microsoft Certified Professional (MCP) certifications beneficial but not required.
  • Must be willing to work on-call rotation.

Experience-

  • A minimum of two (2) years of help desk or PC support is required.
  • Previous work with Citrix virtual desktops a plus

KSA- Knowledge Skills and Abilities-

  • Excellent communication skills and telephone manner.
  • Excellent organizational skills.
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7.
  • Experience with using and troubleshooting Microsoft Office 2016 within an enterprise environment (permissions, calendar sharing, and delegation).
  • Basic User and Security Group Active Directory administration.
  • Excellent verbal and written communication skills and telephone etiquette
  • Effective organizational and time management skills
  • Strong analytical and problem solving skills
  • Must have the ability to maintain and protect confidential information
  • Ability to quickly learn new IT tools and technologies
  • Solid initiative and motivation; a "self-starter"

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