Senior Analyst Help Desk Job at Humboldt Park Health
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.
The hospital prohibits discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.
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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