HELP DESK ANALYST

Job Title:

Help Desk Analyst

Department:

IT

PRN - Nights

Nights: 6P- 6A, Friday and Saturday nights

Job Summary

The Help Desk Analyst is responsible for supporting and enhancing the end-user computing environment at South Central Regional Medical Center. This position provides hardware, software, mobile device, and desktop support while ensuring alignment with organizational standards, controls, and governance requirements. The analyst delivers high-quality technical support, documents requests and resolutions, and collaborates with internal teams and vendors to ensure effective and timely issue resolution.

Essential Duties & Responsibilities

• Demonstrate initiative and problem-solving skills while resolving hardware and software issues for end users.
• Coordinate with third-party vendors supporting hosted systems and applications.
• Participate in on-call rotation schedules as assigned.
• Provide exceptional customer service to SCRMC users.
• Communicate effectively regarding incidents, requests, and technical issues.
• Demonstrate ownership of technical issues across multiple technologies and disciplines.
• May work outside normal business hours to support projects and on-call responsibilities.
• Image and deploy workstations and add systems to the organization domain.

• Troubleshoot web, email, Microsoft Office, and desktop-related issues.
• Coordinate with systems and network teams regarding connectivity and access issues.
• Escalate unresolved issues to Tier II and Tier III support teams.
• Maintain compliance with SCRMC IT standards, HIPAA requirements, and industry best practices.
• Identify automation opportunities to improve service delivery.
• Research and recommend tools and best practices for desktop support operations.
• Accurately document and close support requests within the ticketing system.
• Perform additional duties as assigned by management.

Minimum Qualifications

• Previous IT experience within an enterprise environment preferred.
• Strong customer service and technical troubleshooting abilities.
• Ability to communicate effectively both verbally and in writing.
• Ability to provide instruction and technical guidance to end users and peers.

Preferred Qualifications

• Microsoft desktop support certification preferred.
• Microsoft Windows 7, Windows 8, or Windows 10 certification preferred.
• Healthcare IT experience preferred.

Skills and Competencies

• Desktop support troubleshooting skills.

• VMware View Virtual Desktop Infrastructure knowledge.
• Printer troubleshooting skills including print server queue management.
• Basic network connectivity troubleshooting skills.
• Experience with Microsoft Active Directory Users and Computers.
• Group Policy administration and troubleshooting.
• Citrix Receiver troubleshooting.
• Wireless client configuration and support.
• Windows Deployment Services experience.

All candidates must be able to perform the essential functions of this position. The American with Disabilities Act (ADA) requires that reasonable accommodations be made for qualified individuals to help perform the essential functions of the position.

South Central Regional Medical Center is an equal opportunity employer and does not discriminate based on race, color, religion, sex, gender, national origin, age, disability, or genetic information.