Job Description

Category:
Technical

Facility:
Corporate

Department:
IS Infrastructure

Req Number:
49679

Job Details:

POSITION SUMMARY:

The IS Help Desk Analyst reports to the IS Help Desk Manager. Daily activities include providing technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting. Provide support for other Steward IS teams as needed. Must have the ability to maintain a flexible schedule, and cover any shift which can include occasional after-hours and weekend hours.

KEY RESPONSIBILITIES:

* Answer and record online calls coming into the 24/7 Help Desk
* Perform troubleshooting to end users for Steward Health Care and all its entities
* Utilize stored information and documentation to help resolve issues
* Utilize various communication methods including email and instant messaging applications
* Prioritize and escalate problems within given guidelines
* Triage calls to appropriate groups if request cannot be resolved
* Provide daily turnover reports
* Maintain proper shift coverage for answering calls
* Work with groups external to the Help Desk to ensure a timely and effective hand-off of triaged calls
* Participate in an on-call rotation
* Occasionally lift and carry supplies and equipment weighing up to 30 pounds
* Relocate to a new location if needed
* Perform other duties as assigned
* Travel to other sites required
* Demonstrates respect and regard for all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
* Commits to recognize, respect cultural diversity for all and communicates effectively with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

REQUIRED KNOWLEDGE & SKILLS:

* One year experience in Customer Service, phone experience preferred, Healthcare IT preferred
* CompTIA A+, and/or CompTIA Network+ certification is preferred
* General knowledge of supported software packages: MS Office 2010, Office 365, Internet Explorer, and SharePoint
* Knowledge of desktop operating systems: 7, Win10 and Mac OS X
* Knowledge of Cisco SSL VPN, Secure ID, and Antivirus software
* Knowledge of wireless devices (iPhone, Tablets)
* Knowledge of HP/IKON printers
* Knowledge of repair of Intel based PC hardware
* Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
* General knowledge of LAN, WiFi, and internet protocols.
* Strong analytical and problem-solving skills
* Ability to multitask and prioritize work requirements
* Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others
* Excellent organizational skills
* Ability to follow direction, to work independently and take initiative over diverse project areas.
* Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment
* Rely on experience and judgment to plan and accomplish goals
* Ability to express ideas concisely and clearly (verbal & written)
* Ability to prioritize projects and daily workflow.
* Ability to effectively prepare presentation material and present information to IS staff, management, hospital and public groups
* Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts
* Adhere to the department Mission statement and values
* HTML and/or PHP a plus

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

Education:
* 2 year college program certificate, or equivalent work experience

Experience:
* One year experience in Customer Service; phone experience preferred and healthcare IT preferred

Certification/Licensure:
* CompTIA A+, and/or CompTIA Network+ is preferred

Software/ Hardware:
* General knowledge of supported software packages: MS Office 2003,2007, 2010, Office 365 , Exchange, Internet Explorer, and SharePoint
* Knowledge of desktop operating systems: Windows 2000, Windows XP, Vista, 7, 8, and Mac OS X
* Knowledge of Cisco SSL VPN, Secure ID, and Sophos AV, Microsoft System Center End Point protection
* Knowledge of wireless devices including but not limited to Blackberry and iPhone
* Knowledge of HP/IKON printers
* Knowledge of repair of Intel based PC hardware
* Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure
* General knowledge of LAN, Wi-Fi, and internetworking protocols: TCP/IP, netBEUI, Netbios, AppleTalk

Other:
* Ability to have a flexible schedule; to cover any shift, which can include occasional after hours and weekend hours.



Application Instructions

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