IT Help Desk Analyst

IT Help Desk Analyst

Position Type: Full Time, Employee. Compensation Range: $20.00 - $22.00 hourly, DOE; with a $1 differential for hours worked in the early AM. Location: Texas Service Center 14800 Landmark Blvd, Ste 800 Dallas, TX 75254 (no remote options). Schedule: Saturday to Wednesday, 10:00 AM - 6:30 PM CST.

About the Company: Ensign Services, Inc. ("ESI") is a subsidiary of The Ensign Group, Inc. whose affiliated entities are considered national leaders in the fast-growing post-acute care industry. ESI provides service and support to over 378 facilities in the long-term care continuum that employ over 55,000 employees. ESI is known as the "Service Center" and provides the facilities and leaders it serves with "back-office" support in areas such as accounting, construction, compliance, human resources, information technology, learning and development, legal and risk management and recruiting. This structure allows the onsite leaders and caregivers to focus on day-to-day care and operational issues in their individual operations. What sets ESI apart from other companies is the quality of our most valuable resource - our people. We take our core values of Celebration, Accountability, Passion for Learning, Love One Another, Intelligent Risk Taking, Customer Second, and Ownership ("CAPLICO") seriously. We want an individual in this role who will demonstrate these values through actions and words.

About the Opportunity

The IT Help Desk Analyst position will focus on responding to incoming support phone calls, as well as addressing tickets that are emailed into the support queue. Agents are expected to provide great customer service experience and maintain key performance standards that help drive success.

Job Duties and Responsibilities include, but are not limited to:

• Troubleshoot remote desktops, laptops, printers, and other hardware peripherals.
• Assist users in resolving issues related to email, data, and productivity applications within a Citrix environment.
• Help users access key clinical and financial applications, including PointClickCare, Net Health, and Workday, creating accounts and resetting passwords, as needed.
• Assist with other IT support responsibilities, as needed.

Preferred Qualifications

• 1+ year of experience providing technical support and troubleshooting computer equipment, or equivalent education/certifications.
• Strong troubleshooting skills with working knowledge of, including but not limited to the following: Windows 10, Microsoft Office (2013/2016/2019), Citrix fundamentals, Exchange and Active Directory.
• Basic knowledge of networking protocols, information security practices, and computer/printer/scanner setup and support.
• Excellent written and verbal communication skills, with the ability to clearly support and guide end users over the phone and through email.
• Ability to be proactive in your day-to-day responsibilities and work with minimal supervision.
• Ability to prioritize, multitask and work under time constraints.
• Ability to rapidly learn and integrate new practices and knowledge into your troubleshooting and support processes.
• Ability to be flexible and adapt to changes in regard to expectations and the organization.
• Ability to hold peers accountable for and work as a team to achieve success.
• Ability to travel onsite to our office location in Dallas, TX.

Additional Information: Pre-employment criminal background screening required.

What We Offer: We are committed to providing a competitive benefits and compensation package which includes medical/dental/vision coverage, company-provided life insurance, 401(k) with company match, and sick/vacation plans. We also believe in supporting our employee's professional growth and development through our Learning Management System as well as training sessions and seminars.