The IT Support Analyst is responsible for providing first and second level technical support to center and corporate office personnel via the Service Desk.  The IT Support Analyst serves as the first point of contact for incidents and user requests and is responsible for initial diagnosis, resolution, and escalation based on documented processes and procedures.  Support includes all desktop and laptop computers, operating systems, peripheral devices, phones, printers, copiers, applications, connectivity, and other IT related services and equipment as part of a support team providing level one and two support for the entire enterprise; general maintenance, monitoring, and administrative responsibilities and participation in various projects as well as handling small adds, moves, and changes as needed.  Support hours range from 7am to 10pm, on call rotation, 5 days per week, weekend shifts in the future are a possibility. Able to do light travel for center setups is a plus.

ESSENTIAL JOB RESPONSIBILITIES INCLUDE:

• Monitors Service Desk ticket and phone queue and responds to user requests via phone, electronically or in person per established SLA’s.
• Diagnoses and resolves technical hardware and software issues.  Escalates per established procedures if additional support is required.
• Identifies and escalates situations requiring urgent attention
• Redirects problems to appropriate resource when needed
• Researches and answers questions using available information resources
• Advises users on appropriate actions
• Logs all help desk interactions, incidents, and request per established procedures
• Monitors and tracks open issues and requests and follow up to ensure timely resolution per established SLA’s.
• Completes adds, moves, and changes per established procedures and SLA’s.
• Prepares regular activity reports and updates.
• Stays current with system information, changes, and updates.
• Actively participates in project and team initiatives as needed.
• Protects organization's value by keeping information confidential and adhering to company guidelines.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests.
• Explores opportunities to add value to job accomplishments.
• Provides excellence in customer service
• Understand, supports, and contributes to the organization’s mission, goals, and values
• Working knowledge of Windows operating systems, Citrix, MS Office, Internet Explorer, Active Directory, security and account maintenance, desktop hardware and peripherals, networking, and general IT systems understanding.
• Knowledge of relevant call tracking and service desk applications and processes.
• Knowledge and experience with customer services practices.
• Related experience and training in an IT services environment.
• Performs other duties as assigned.

REQUIRED SKILLS:

MINIMUM QUALIFICATIONS INCLUDE:      

• Associate’s Degree or equivalent job-related experience (one to three years)
• Minimum of two years of experience in IT Support/Help Desk

ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent team and interpersonal skills
• Strong analytical and problem-solving abilities
• Effective communication skills:  reading, writing, and verbal
• Phone and computer operator skills
• Able to work with a minimum of supervision
• Able to handle problems in a calm and responsive manner.
• Strong customer services skills
• Effective organizational and time management skills
• Microsoft Office suite
• Citrix, Active Directory, and basic networking topology
• Knowledge of CareSpot services and lines of business
• Knowledge of health care industry

Required Skills Required Experience