IT Help Desk Analyst I

Helpdesk Analyst I

The Helpdesk Analyst I position is the first line of support to resolve issues related to AFC's Electronic Health Record Systems and IT. This position's primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper-tier support, and provide consistent, professional internal and external communication.

Essential Duties and Responsibilities

The essential duties and responsibilities include:

• Ability to communicate with users and management ensuring timely updates and status reports
• Ability to function in a high paced environment supporting healthcare professionals as they provide care for patients
• Experience supporting Windows Servers and workstations
• Practice and enforce security policies including MFA and Safe Practices
• Provide accurate and timely logging of incidents and resolutions in ticketing system
• Escalate problems as appropriate following proper policy and procedures
• Manage Active Directory environment managing over 1500 users
• Ability to troubleshoot printers and scanners
• Support and troubleshoot EMRs, Accounting, and other Business Applications
• Create and update knowledge base articles in Confluence for training and knowledge sharing
• Evaluate and recommend improvements to policy and procedures, software and hardware to Manager, Information Technology for review
• Gather and input data for regular reporting, decision making, planning and evaluation
• Maintain and assure confidentiality of data adhering to HIPAA privacy rules
• Support VOIP phone systems and users
• Utilize all available resources to conduct computer diagnostics to determine root causes of issues and resolve them

Other Duties and Responsibilities

Other duties and responsibilities include:

• 5 Day work week including weekends rotating weekdays off and on-call

Qualifications

Qualifications include:

• Advanced analytical and troubleshooting skills
• Superior customer service skills
• Above average interpersonal, verbal and written communication skills
• Ability to effectively work independently to resolve problems
• Ability to manage multiple priorities and follow through on projects to completion
• Ability to work well in a team-oriented environment
• Ability to successfully handle difficult situations and customers

Educational Requirements

Educational requirements include:

• Associate degree in computer science or related field, can be substituted for 3-5 years directly related experience.

Physical Demands/Work Environment

Office environment. Extended use of keyboard, mouse and monitor. High attention to detail and ability to focus. Ability to reach, stoop, and lift up to 50 pounds. Potential exposure to potentially infectious material. Moderate noise level.