Senior Analyst Help Desk

Essential Duties and Responsibilities:

Provides highly technical escalation support to Help Desk Analyst
Manage SDP Help Desk ticket queue to ensure ticket resolution in the queue
Add devices to Wi-Fi network
Cisco phone configuration and set up
Cisco phone directory/phone set up/maintenance
Ascom phone setup/troubleshooting
Pager setup/troubleshooting
Patient phone setup and troubleshooting
Set up email on mobile devices
Create/disable accounts for NAH systems
Reset/unlock Meditech, Athena, and AD account passwords
Restore/unlock Meditech sessions for end user
Create Meditech printers
Create Meditech client sessions
Image, upgrade, and deployment of IT equipment
Purchase Requisitions-process purchase & capital equipment requests
Document all process & procedures
Maintains a high degree of customer service for all support queries
Takes ownership and proactively deals with user and customer issues
Logs all issues in the call logging/task tracking system with accuracy
Assists in proactively monitoring systems for space usage and processor capacity
Assign customer request/tickets in the Service Desk Plus queues to effectively assign and dispatch issues and requests to appropriate IT department
Supports customers in the basic use of systems and hardware, with the ability to effectively instruct customers via the phone, e-mail, or walk-ins
Assists in developing and maintaining downtime procedures and disaster recovery plans
Analyzes, diagnoses, and responds to inquiries to troubleshoot and resolves hardware and software issues; workstations, laptops, computer peripheral hardware, printers, wireless infrastructure

Requirements:

One to three or more years of experience.

High school diploma or equivalent.

Education
Required
High School or better
Behaviors
Preferred
Team Player: Works well as a member of a group
Functional Expert: Considered a thought leader on a subject
Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred
Job Security: Inspired to perform well by the knowledge that your job is safe
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

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