Analyst, Help Desk

JOB DESCRIPTION The Help Desk Analyst is responsible for providing leading edge technology support as well as comprehensive IT management of both hardware and software (PC desktops, laptops, printers, application software, etc) at the Corporate Office.

They also provide tier 1 and 2 remote support at remote campuses. Analysts respond to queries either in person, over the phone, or via email.

Responsible for IT orientation process at Central Office. The Help Desk analyst is responsible for management of all hardware on location to meet both facility needs and industry needs.

The Help Desk Analyst is an intermediate technical professional with a customer service orientation - who can effectively provide a broad range of services, both directly to the end-user community as well as to the corporate office.

Provide user & service support for staff

Basic networking knowledge in order to identify network solutioning

Deploy, troubleshoot, and maintain computer technologies for all staff across all campuses.

Partner with escalation teams to identify required steps towards resolution or act as escalation point for campus support.

Create exceptional customer experience, through driving problems to a successful outcome for the users. Manage customer satisfaction metrics and any associated plans of correction.

Manage the day to day work order flow of the IT related issues of the organization using ticketing system to log issues.

Manage onboarding and termination process to ensure proper permissions of applications & hardware given.

Lead central office technology efforts as an on-site technology leader.

Responsible for high impact, end-to-end ownership of all technologies at Corporate Office.

Responsible for direct user support, as well as meeting overall facility and industry specific technology needs.

Propose and deploy technology solutions, as well as providing ongoing troubleshooting and maintenance.

Provide AV support. Implement and deploy new AV standards.

Anticipate problems and create mitigation plans.

Preparing written and verbal reports of activity and issues for IT management.

Create and document local IT related policies and procedures.

Maintain and update asset tracking software on company provided assets

Lead technology solutions and provide user services for staff.

Provide first level to intermediate level of support for direct user support and services.

Execute training for users and manage compliance to training requirements, such as New Hire Onboarding.

Identify all levels of troubleshooting and drive issues to resolution.

Become subject matter expert in 1 or more applications

Support and participate in Central Office I.T. workgroups

Participate in workgroups as requested to aid in organization and discussion

Gather information for workgroups as needed to aide in making decisions and planning

EDUCATION AND WORK EXPERIENCE :

Required Degree : High School Diploma

Preferred Degree : Bachelor’s degree in Information Technology or related field

Certificate(s) :

Network A+ Certification preferred

A+ Certification required

Experience :

3+ years related experience, in a technical IT services position

Hardware deployment experience is preferred

Experience working in a senior living facility or with older adults is preferred

KNOWLEDGE, SKILLS AND ABILITY :

Intermediate knowledge of PC hardware, Windows OS’s, printers, Citrix and networking concepts.

Intermediate technology abilities to work effectively with a wide range of equipment and technologies.

Basic networking troubleshooting abilities.

Ability to keep up with trends, changing technologies, and best practices, and effectively implement ever changing new technologies.

Excellent customer service skills and a desire to maximize customer satisfaction.

Ability to work independently with minimal direct oversight.

Ability to effectively complete required documentation activities.

Ability to drive successful results, from conception to conclusion. Ability to own responsibilities from start to finish.

Ability to become a subject matter expert in one or more technical areas and be able to share that skill to develop other IT staff.

PHYSICAL REQUIREMENTS :

Mobility within the facility, along with mobility to other buildings within the same campus.

Ability to bend, kneel, climb, and stoop.

Ability to lift up to 50 lbs.

Ability to physically move and install equipment.

Ability to use the telephone, computer and keyboard, printer and other office equipment.

For full time employees, we offer a generous benefits package that includes :

• Medical, dental and vision insurance
• Employer paid group term life and disability
• Paid Time Off (PTO) & six paid holidays
• 403(b) with a 3% employer match
• Fitness center use at most facilities.
• Various voluntary benefits : Life, AD&DTuition assistance and scholarshipsEmployee assistance programLegal services, home / auto insurance, discount purchasing programPet Insurance
30+ days ago