The IT Help Desk and Desktop Support Analyst will be responsible for assisting staff in the setup, configuration, acquisition, trouble-shooting, and on-going support of all office desktop and laptop computers, printers, and all miscellaneous technology peripheral devices at Health Inventures. This position requires both business hours availability as well as off-hours and on-call support schedules. Additionally, this position is expected to provide Tier 1 response to all user-reported issues and, as needed, to escalate support issues to other staff in the IT department. This candidate will be responsible for tracking all support activities and closing out the support request with a follow-up with the end user to ensure that all support needs have been met in terms of quality, completion, and timeliness. This candidate will have superior customer service skills and demeanor as well as strong communication (both written and verbal) skills.
Accountabilities / Responsibilities :
Desktop, Laptop, and Tablet support, setup, configuration, upgrades, trouble-shooting, acquisition
Knowledge of, and support for, all desktop, laptop, and tablet device virus protection
Support of all company-acquired phone devices, including iPhones, Blackberries, and Androids, including acquisition, trouble-shooting, setup, phone service contract administration, and integration with company systems
Trouble-shooting of all desktop applications, including Windows, Microsoft Office, Citrix, VPN, Wireless, network connectivity, and all other PC-based user platforms and tools
Ability to interact with numerous computer platforms in a multi-layered technical environment
Ensure that desktop and laptop computers interconnect seamlessly with diverse systems including associated security platforms, file servers, email servers, computer conferencing systems, application servers, and administrative systems
Basic trouble-shooting of reporting needs and issues reported by end users
Ability to quickly respond to user requests and triage support queues with the other IT support personnel
Support of all printer and other peripheral devices in use by the HI Headquarters personnel
Ability to triage access/security needs– Active Directory, Wireless, Network, and physical office access
Ability to work with vendors and suppliers of technology products and services
Ability to plan and support the procurement and inventory of all computer equipment and supplies
Skilled in end-user training and skills adoption
Ability and Willingness to Provide On-call and After-hours Technical Support
Advanced and Proven Customer Service Focus and Skills
Minimum of 3-4 years of experience with increasing responsibilities for Desktop and Peripheral Support, Maintenance, and end user coordination. General knowledge of IT platforms and operations in a business setting is strongly preferred. Strong written and verbal communication skills and ability to demonstrate, train, and assist non-technical users in the use of new and unfamiliar technical topics is a key to this position.
Specifically, this individual will possess the following skills and experience:
Windows 7 and all prior versions of Microsoft operating platforms is required
Office 2007 and above is required
General familiarity with Microsoft technologies and platforms is a key to the successful candidate
Experience working with all current cell phone technologies and platforms, including iPhone, Blackberry, and Android is a must
Ability to support and trouble-shoot computer peripherals, including printers, conferencing systems, wireless platforms, and audio/visual projection is a must
Technical and business curiosity and willingness to learn new skills, technologies, and deal with unfamiliar challenges is a must in this role
Patience with non-technical users is a requirement
Strong communication - both verbal and written – is a required skill
End user training experience is a valued skill for this position
Ability to assist end users in learning new skills and problem avoidance is key
Willingness to provide after-hours support and trouble-shooting is required
A bachelor's degree in Computer Science or related technical field is highly desirable, but not required in lieu of specific experience in this job function.
Health Inventures, Inc. - 14 months ago
Health Inventures currently manages approximately 30 outpatient facilities located throughout the United States. Tens of thousands of proced...