Help Desk Analyst

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POST DATE 8/20/2016
END DATE 10/21/2016

HealthPort Alpharetta, GA

Company
HealthPort
Job Classification
Full Time
Company Ref #
16-3614
AJE Ref #
575938778
Location
Alpharetta, GA
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Associates Degree

JOB DESCRIPTION

Requisition Number
16-3614

Title
Help Desk Analyst

City
Alpharetta

State
ga

Description
Job Summary:
The role of the Help Desk Analyst is to assist customers who are experiencing any procedural or operating difficulty with the use of HealthPort and industry standard IT applications, products or services. Complex and/or high priority problems are escalated to specialized support groups for resolution when needed, but the Help Desk Analyst is responsible to ensure that an effective solution is provided to the user.

Essential Duties and Responsibilities:
Includes the following. Other duties may be assigned.

* Effectively, professionally, and respectfully represents Information Technology staff members, teams, and their services to HealthPort field users and external customers.
* Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and working with external IT departments to install proprietary software.
* Determines the most effective manner to resolve user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior staff when necessary.
* Records required customer and problem information in the LANDesk Call Ticket System. Updates tickets with appropriate journal entries of activities, and resolves tickets with well documented resolution entered upon completion of the job.
* Resolves Level 1 and 2 support calls. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
* Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
* Works on Help Desk related projects as assigned by supervisor.

Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:
* The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary.
* Customer service training and/or experience are beneficial and highly desirable.
* Associate Degree in related field preferred
* Previous Healthcare experience preferred
* 2-3 years experience in high volume service desk environment preferred
COMMUNICATION SKILLS:
This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner
DECISION MAKING/JUDGEMENT:
Ability to work independently or in a team setting is necessary.
OTHER SKILLS AND ABILITIES:
* Must be able to learn and support new and fast-changing technologies.
* Excellent interpersonal skills.
* Good work habits under pressure.
* High energy level.
* Detail oriented.
* Must have a good command of the English language in order to provide effective phone and email support.
* ITIL experience preferred

Requirements
Job Summary:
The role of the Help Desk Analyst is to assist customers who are experiencing any procedural or operating difficulty with the use of HealthPort and industry standard IT applications, products or services. Complex and/or high priority problems are escalated to specialized support groups for resolution when needed, but the Help Desk Analyst is responsible to ensure that an effective solution is provided to the user.

Essential Duties and Responsibilities:
Includes the following. Other duties may be assigned.

* Effectively, professionally, and respectfully represents Information Technology staff members, teams, and their services to HealthPort field users and external customers.
* Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and working with external IT departments to install proprietary software.
* Determines the most effective manner to resolve user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior staff when necessary.
* Records required customer and problem information in the LANDesk Call Ticket System. Updates tickets with appropriate journal entries of activities, and resolves tickets with well documented resolution entered upon completion of the job.
* Resolves Level 1 and 2 support calls. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
* Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
* Works on Help Desk related projects as assigned by supervisor.

Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:
* The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary.
* Customer service training and/or experience are beneficial and highly desirable.
* Associate Degree in related field preferred
* Previous Healthcare experience preferred
* 2-3 years experience in high volume service desk environment preferred
COMMUNICATION SKILLS:
This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner
DECISION MAKING/JUDGEMENT:
Ability to work independently or in a team setting is necessary.
OTHER SKILLS AND ABILITIES:
* Must be able to learn and support new and fast-changing technologies.
* Excellent interpersonal skills.
* Good work habits under pressure.
* High energy level.
* Detail oriented.
* Must have a good command of the English language in order to provide effective phone and email support.
* ITIL experience preferred

* EEO Employer F/M/Vet/Disabled.

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