Service Desk Analyst

Job Title: Service Desk Analyst

Location: St Clair Hospital in Pittsburgh, PA (Onsite)

About Altera

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon Daneli, TouchWorks EHR, Altera Opal, Ventus, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

About the role:

The primary purpose of the Service Desk Analyst is to provide level one and level two support assistance to client users experiencing problems with IS supported hardware and software across St. Clair Health in Pittsburgh, PA. The Service Desk Analyst will be responsible for imaging, installations, configurations, deployment and support.


Responsibilities:

• Identifies and resolves desktop/laptop hardware problems.
• Prioritize and escalate tickets to others as appropriate.
• Initial network troubleshooting and determination of appropriate escalation path
• Resolve and work proactively on endpoint management.
• Assists in new system deployments/loading appropriate software as needed.
• Create and Maintain support documentation for customer and/or departmental use.
• Provides suggestions and information on projects that should be undertaken by the department.
• May manage projects as assigned by the Manager.
• Assists in web page updates for the Intranet .

Requirements:

• Academic and Professional Qualifications:

o BA or BS Degree, and/or relevant business experience.

o IT Certifications preferred.

Experience:

• 2-5 years experience from a Health IT or highly regulated environment preferred.
• 1-4 years experience in information technology management from a healthcare setting preferred.
• Strong networking background required and network security preferred.
• Excellent client facing skills with the ability to thrive in a highly critical, fast paced environment.

Logistics:

• Travel: This role may require up to 10% travel.
• Work Environment: This is an onsite role. This role requires availability for rotating shifts (7 AM - 3 PM and 3 PM - 11 PM), including weekends and holidays as required.
• On-Call Support: This position may require occasional after-hours, on-call, or holiday support to meet client needs. During critical business periods (such as month-end), PTO may be limited.

Hourly Pay: $22.00