Contract Help Desk Analyst Jobs (NOW HIRING)

Job Summary:
Beacon Health System is dedicated to delivering outstanding care and inspiring health. They are seeking a Help Desk Analyst to provide first-line user support, troubleshoot hardware and software issues, and ensure quality customer service for their Help Desk customers.
Responsibilities:
• Provides first-line user support and delivers quality customer service to Help Desk customers by: Answering, evaluating and prioritizing all requests for assistance - - incoming telephone calls, voice mails, e-mails, in-person requests, etc.
• Interviewing the customer to gather information about the question and/or problem.
• If appropriate, leading the customer through procedures to diagnose the problem.
• Utilizing problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support.
• Refers more-complex issues to appropriate staff.
• Determining the source of the hardware, network or application question or problem.
• Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution.
• Logging and tracking requests, using the call tracking database and thoroughly documenting all resolution activity.
• Populating the IS knowledge base with solutions to common problems.
• Providing information to the appropriate IS staff for use in eliminating recurring problems.
• Also, documenting the information in the IS knowledge base.
• Serving as IS customer liaison by interacting with customers at their work sites as assigned.
• Noting trends in questions received by the Help Desk.
• Also, sharing this information with management so additional training can be provided.
• Supports the overall operations of the IS Department by: Assigning appropriate case level to incidents and assigning appropriate response levels.
• Providing incident history, occurrence information, and reports to IS staff.
• Providing basic Help Desk training and application support to IS staff.
• Assisting with the diagnosis and resolution of unusual incidents.
• Communicating work-around solutions to IS staff.
• Participating in IS project implementations and providing project go-live assistance.
• Performing system access functions, as assigned, following Beacon security processes and procedures.
• Helps to improve Help Desk operations by: Improving the information included in the #scripts# used by the Help Desk Analysts.
• Also, reviewing and editing the problem resolution text.
• Participating in generating Help Desk statistical reports.
• Recommending and participating in developing procedures and guidelines for the Help Desk.
• Maintaining Help Desk equipment and supplies.
• Presenting ideas for software enhancement to IS management.
• Participating in the development of Help Desk staff schedules, including time on the Help Desk, performing on-site customer service, and shadowing IS staff and customers.
• Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by: Providing excellent customer service at all times.
• Also, maintaining high customer satisfaction by delivering quality customer service as measured by customer satisfaction surveys and/or other measures approved by IS management.
• Completing other job-related duties and special projects as assigned.
Qualifications:
Required:
• Successful completion of an Associate's degree in Computer Science or a computer-related field from an accredited college or university (or equivalent course work and/or technical training)
• A minimum of two years of help desk or related experience (in the repair and/or diagnosis of PC hardware and peripherals)
• Knowledge of basic networking concepts
• Demonstrated proficiency in using personal computers
• Organization and time management skills necessary to prioritize requests and manage customer service expectations
• Strong analytical, problem-solving and decision-making skills needed to identify problems and deliver solutions in a timely manner
• Ability to work pro-actively and independently as a member of a team
• Interpersonal and communication skills, both verbal and written, necessary to communicate and work with IS staff, customers, vendors, and service personnel in a professional, clear, courteous, and responsive manner
Preferred:
• Knowledge of the various applications/tools/utilities currently used by Beacon
Company:
Beacon Health System is a Hospital & Health Care centre providing health care facilities Founded in 2012, the company is headquartered in South Bend, USA, with a team of 5001-10000 employees. The company is currently Late Stage.