Job Description
About the position The IT Support Analyst position at Health Care Information Systems serves as the primary customer contact for IT support, providing assistance to users in a high call volume environment. This role involves troubleshooting and resolving issues related to computers, applications, and networks, while maintaining a professional demeanor and attention to detail. The position requires working a 10-hour shift from 6:00 PM to 5:00 AM, Sunday through Wednesday, and emphasizes teamwork and effective communication. Responsibilities • Route requests for advanced or on-site support to appropriate staff. • Install licensed software through SCCM and from network locations. • Install drivers for basic peripherals. • Perform basic troubleshooting and resolve problems at Help Desk levels. • Evaluate urgency and severity of requests and triage accordingly. • Assist users with general computer problems via various communication methods. • Provide remote support using shadowing and service tools. • Guide end users through application instructions. • Suggest best practices for email management and security. • Train end users on placing IT service requests. • Document requests and responses with strong attention to detail. • Prepare documentation for new and existing HCIS projects. • Promote learning, collaboration, and creativity within the team. • Assist with asset management activities as requested. • Support special projects and assignments as needed. Requirements • Bachelor's degree in Computer Science, MIS, or IT-related field or equivalent experience. • 6 months to 1 year of experience in a high-volume Help Desk or Customer Service environment. • Experience troubleshooting Windows 10/11 and Microsoft Office 365 Suite. • Excellent verbal and written communication skills. • Strong problem-solving skills and ability to learn new software quickly. • Proven ability to work independently with a focus on customer service. Nice-to-haves • Experience installing and troubleshooting local and network printers. • Experience troubleshooting iOS and Android devices. • Experience using applications in a Citrix environment. • Working knowledge of basic clinical application support. • Working knowledge of LAN/WAN networking. • Working knowledge of computer hardware and peripherals. • Experience troubleshooting MacOS problems. Benefits • 24 days paid vacation per year to start. • Paid sick leave. Apply tot his job