Help Desk Analyst

SpecialtyCare is Your Trusted Career Partner

SpecialtyCare is the premier clinical provider in partnering with hospitals and physicians to provide high performance patient care. SpecialtyCare offers opportunity for continuous learning, growth and career advancement. This is a HYBRID position located in Brentwood, TN.
• SpecialtyCare understands our Associates' desire to advance their careers; we offer opportunities for significant growth
• SpecialtyCare encourages our Associates to utilize our generous annual allowance for Professional Development to attend meetings and conferences
• SpecialtyCare offers Tuition Assistance to pursue additional job related college education

Job Summary

The IS Support Desk Analyst provides support for Level 1 and Level 2 incident resolution and fulfills hardware and software requests reported to the IS Help Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The IS Support Desk Analyst is responsible for collecting information through a customer conversation (phone, email, and walk ups), accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of the IS Help Desk's responsibility are resolved by engaging, in a timely manner, other service resources from facilities, division or corporate groups, or the system administrators group.

Responsibilities
• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the clients.
• Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
• Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with system administrators when necessary.
• Records required customer and problem information in the IS Service Desk Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
• Resolves Level 1 and Level 2 issues. Elevates complex (Level 3) and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Work on Help Desk related projects as assigned by IS Help Desk Supervisor.
• Install, modify, and repair computer hardware and software, to include building, imaging, configuring, and deploying desktops and laptops.
• Resolve basic technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other communication systems.
• Provide after-hours support based upon on-call rotation schedule.

Requirements
• One year certificatefrom college or technical school; or three to six months related experienceand/or training; or equivalent combination of education and experience.
• Two or more years ofexperience in hardware, software, and network troubleshooting, or equivalent trainingand/or education are necessary.
• Minimum of two years of Help Desk experience. Customerservice training and/or experience are beneficial.
• This position requireshandling confidential information in an appropriate manner. Customerinteractions must be handled with diplomacy and tact. Individual must be ableto gauge the customer's technical ability and communicate with them inappropriate technical or non-technical language in a non-condescending manner.
• This position involvesprojects and/or assignments requiring considerable decision-making authorityregarding procedures, plans, and schedules. Although there are sometimesproblem-solving guidelines for particular problems, there are no existingprocedures or instructions for those problems. The incumbent is on their own insolving problems and determining satisfactory solutions. Ability to workindependently or in a team setting is necessary.
• Must be able to learnand support new and fast-changing technologies.
• Excellent interpersonalskills.
• Good work habits underpressure.
• Familiarity with a widerange of standard office automation products is a must.
• High energy level.
• Detail oriented.
• Team player.


Recommended Experience
• Windows 7/10 (Pro orEnterprise)
• MAC OS X
• Office 2010/2013/2016
• DirectAccess/CiscoAnyConnect VPN
• HP, Dell, and Lenovolaptop/desktop repair

A+,Network+, Microsoft, or other industry specific certifications are considered aplus.

SpecialtyCare is an EqualOpportunity and Affirmative Action Employer.

Employment at SpecialtyCareis At-Will.