Help Desk Analyst | IT | Full Time - 40 Hours

Current Employees:

If you are a current employee, please apply via the internal career site by logging into your Workday Account and clicking the "Career" icon on your homepage.

Starting Pay Rate Range

$20.76 - $25.95

(Determined by the knowledge, skills, and experience of the applicant.)

Job Summary

The Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of a variety of software and hardware technologies using remote communication, shoulder to shoulder, or through phone to the caregiver.

Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include:

• Supportive work culture

• Medical, Vision and Dental Coverage

• Retirement Plans, Health Savings Account, and Flexible Spending Account

• Instant pay is available for qualifying positions

• Paid Time Off Accrual Bank

• Opportunities for growth and advancement

• Tuition assistance/reimbursement

• Excellent pay differentials on qualifying positions (extra pay for working evening, nights or weekends)

• Flexible scheduling

Job Description

Essential Functions:

• Document processes and activities appropriately to maintain highly reliable IT systems. Provide required elements to Call Tracking, Project Management, Change Management, and Disaster Recovery Services Guides to achieve this goal.

• Provide support to the organization, division, and peers as a critical function of all IT professionals. Support includes day-to-day peer level support, emergent after hours support, and any support required to maintain highly reliable IT systems.

• Provides customer support for IT hardware, software and supporting systems, including but not limited to systems and equipment necessary to use: PC operating system software, PC-based application software, Healthcare information systems, and data storage equipment. Responds to service requests in a timely manner, resolving effectively through appropriate procedures, tools and applications. For diagnosed user errors, works with customer to achieve mutual understanding of proper methods and techniques.

• Provides support to users, IT Staff and leadership on current problems through effective troubleshooting, monitoring and execution. Performs effective and logical troubleshooting techniques to quickly identify root causes and resolutions using established procedures, job knowledge and relevant experience. Utilizes procedures, help sheets and frequently asked questions.

• Provides relevant and accurate information to users, IT staff and leadership. Documents service requests timely, completely and accurately to effectively inform users and IT staff.

• Monitors and reports status on systems to IT staff and timely escalates problematic events. Conducts actions to resolve, suspend and/or engage appropriate workgroups, users or systems. Provides reports and current updates on monitored systems.

• Supports the Help Desk's operational activities including reporting, coverage and responsibilities. Ensures the Operation's Daily check lists and all other daily logs are accurately documented and fully completed.

• Ensures appropriate user access to computer systems, while troubleshooting user access issues, including assigning and resetting passwords. Ensures account information is accurately reflected in the appropriate user access tracking system.

• Processes new user identification badge requests in accordance with established procedures. Ensures appropriate user access to physical locations, while troubleshooting badge issues

• Acquires and maintains a working knowledge of the computer systems used to support the operation of the hospital.

• Continually influences improvements to the Help Desk, by recognizing and identifying areas where existing procedures require change, or where new ones need to be developed. Collaborates with IT staff to ensure efficient daily operations of the systems supported by the Help Desk

• Work with onboarding of new Help Desk caregivers.

• Basic troubleshooting and support Virtual Desktops.

• Troubleshoot and support teleconference and video equipment.

• All other duties as assigned.

Additional Requirements

Required:

Education

• High School Diploma/GED Equivalent in General Studies

Preferred:

Education

• Associates degree in Information Systems or Related Field

Certification

• A+ Certification

• CompTIA and Microsoft Certified Systems Engineer Certification (MCSE)

• Accredited University or accredited training professionals

Experience

• 3+ years of Computer/Information Technology Experience

Physical Requirements:

Medium work

• Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Job Category

Job Family

Information Technology

Department

CS IT Partner Services

Scheduled Weekly Hours

40

Shift

Employee Type

Regular

15 Corporate Services Division

Make a difference. Every day.

Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.