IS Help Desk Analyst
Westwood, MA

Job Description

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.