(PC and MAC experienced or please do not apply) 

 

Help Desk Analyst position will provide a single point of contact by telephone as well as in person for technology-related problem resolutions. The incumbent will receive technology-related problem calls and provide problem diagnosis, resolution, or escalation to second or third tier technicians.

Help Desk Analyst is responsible for accurately logging calls, understanding and interpreting the problem or question. The position requires previous experience working with an incident tracking system. Experience with AR System Remedy 7.x is preferred. 2 years minimum recent call center experience is also required, and candidate will be expected to handle high call volumes.

The incumbent will use existing system documentation to diagnose a situation, solve the problem, and document the solution or actions taken. Will be required to have a current understanding of the technologies (hardware and software), and will need to learn new software used by medical professionals.

Excellent decision making and problem solving skills. Solid understanding of: MAC OS X, MS Windows XP/Vista, MS Office Products (Excel, Word, PowerPoint, Access, Outlook), general PC hardware, networking (TCP/IP, DNS, WINS, DHCP), wireless communication and Anti-Virus Software. Experience with end-user training and documentation.

Strong organizational skills with emphasis on detail and follow-up. Hospital experience a plus.