Help Desk Analyst Jobs

Under the supervision of the User Support Manager or authorized designee, provides front-line support to end-users by phone and email on the Mountain Health Network's information systems. This position contributes to the daily operation of the Help Desk by monitoring and answering the Help Desk phone and email queue, acting as a point of contact for triage and resolution of Help Desk tickets, and providing excellent customer service that meets and exceeds service level agreements. Provide education and instruction to end-users in accordance with Information Services policies and procedures or as necessary.

System Specific Duties and Responsibilities:

• Educates and instructs end-users in computer operations, acceptable practices, security, and other issues deemed appropriate by Mountain Health Network.
• Utilize appropriate measures to promote and maintain patient safety.
• Performs other duties/functions as required or assigned.
• Provide end-user support for the corporate electronic mail system and internet access.
• Reports on the job as scheduled.
• Respond to phone calls, email, or in-person requests for technical assistance.
• Maintains confidentiality.
• Demonstrates knowledge of on-going unit specific performance improvement activities.
• Manage existing user accounts, including the resetting of passwords and resetting locked accounts.
• Annually completes required competency assessments.
• Follows all standard safety precautions.
• Provides phone support for end-users in the basic use of software and hardware.
• Provide minimal network assistance and help end-users access variety of wireless access points for mobile devices.
• Follows the standards of conduct and policies and procedures of Mountain Health Network and applicable laws and regulations and reports violations through the appropriate chain of command.
• Documents all pertinent information related to Help Desk tickets according to established IT procedures.
• Demonstrates knowledge of operation to include but not limited to the required unit specific equipment/procedures.
• Tracks open tickets, monitors tickets progress per service level agreements, and closed tickets upon resolution.
• Maintains a high level of customer service for all Help Desk requests.
• Troubleshoots hardware and software issues identified by end-users with minor assistance, which may include issues related to PCs, mobile devices, printers and peripherals.
• The above statements reflect the general duties considered necessary to describe the principal functions of the job as identified and should not be considered a detailed description of all the work requirements that may be inherent to the position
• Contributes to the continuous process improvement of Help Desk procedures.
• Triages Help Desk tickets to ensure correct transfers and escalation in accordance with service level agreements.

• 1-3+ Year(s) of Technical Support Experience.
• Relevant certification (A+, Microsoft, ITIL) preferred.
• High School Diploma or equivalent is required.
• Hospital experience preferred.
• College Degree or related IT field, or equivalent combination of education and experience is preferred.

The kind of position-related experience includes:

• Familiarity of Active Directory and folder security/permissions
• Better than average written and communication skills.
• Ability to work under pressure and on multiple projects at once.
• Customer service and interpersonal skills needed for working with organization staff and coworkers.
• Familiarity of PC networks
• Strong communication skills, written and verbal are required.
• Ability to meet aggressive deadlines.
• Intermediate knowledge of Microsoft Products.
• Superior phone and email etiquette is required.
• Ability to communicate effectively about complex matters with others who have varying levels of education.