Job Directory Help Desk Analyst I

Help Desk Analyst I
Hackensack, NJ

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Job Description


How have you impacted someone's life today? At Hackensack Meridian Health our healthcare teams are focused on changing the lives of our patients by providing the highest level of care each and every day. From our hospitals, rehab centers and occupational health teams to our long-term care centers and at-home care capabilities, our complete spectrum of services will allow you to apply your skills in multiple settings while building your career all within New Jersey's premier healthcare system.


The Help Desk Analyst I is responsible for Level I software and hardware support. Under supervision, he/she diagnoses and resolves problems usingdocumented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems tohigher level technical support areas when necessary. Assists in the resolution of application, hardware, and software problems. This entry-levelposition will assist the team with analyzing data points from monitoring tools and reporting systems to determine the root cause of a problem andperform the necessary functions to resolve the problem. He/she will adhere to established Help Desk IT policies, procedures and standards andensure conformance with information systems goals and procedures. Responsibilities: Maintain a thorough working knowledge of the day-to-dayoperating environment, available tools, and applications. Maintain a working knowledge of Help Desk and IT Operations procedures. Open, track andmaintain ownership of calls until final resolution is achieved. Provide assistance in the areas of site support, and project specific assignments. Providetraining as needed to more junior staff and end-users. Provide support for business applications. Provide 1st Tier help desk support to all customersand users. Log all incoming problems and requests and actions taken to resolve them. Attempt to troubleshoot and resolve problems and satisfyrequests. Respond to live call referrals from Analysts and provide technical support to Analysts. Diagnose complex technical issues and involveappropriate resources to speed problem resolution. Provide follow-up status to end-users in accordance with specified support policies andprocedures. Provide in-depth technical analysis of problems. Successfully handle calls from difficult clients. Contribute technical solutions toknowledge base. Ensure closed problems are adequately documented. Increase personal knowledge of the technical environment with the goal ofincreasing first-call resolution rates. Improve knowledge of, and ability to operate, all support tools and technologies.


1 - 3 years of experience installing and supporting desktop/laptop hardware and operating systems including Windows XP/7/8/10 and otherapplications 1 - 3 years of experience in supporting applications such as: Microsoft Office, e-mail client, etc. and knowledge of networking (TCP/IP,DHCP, DNS, and WINS configurations) Citrix, Metaframe. Experience with clinical applications and software is preferred.Education / Education Specialization: Bachelor degree in computer science or related field is preferred. High School Diploma is required.

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