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Service Desk Analyst

Center for Family Health and Education
Los Angeles, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Service Desk Analyst I
DEPARTMENT:
REPORTS TO:
Information Technology Director of Technology and Innovation
This document is intended to describe the general duties required for this position. It is not intended to serve as an exhaustive list of duties, skills, and responsibilities. Summary: The Service Desk Analyst is the first point of contact to provide technical help for users of the organization. Under the supervision of the IT Director, the Service Desk Analyst responds to inquiries, evaluates and resolves issues relating to IT equipment and applications. In addition, provides technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks. Responsibilities:

•Handle incoming queries and help end user with technical issues and problems either by phone, text or via email. Take detailed notes regarding the problem the user is experiencing, determine steps to take to resolve the issue and manage the flow of incoming support requests. This includes knowing what questions to ask to determine the full scope of the user’s issues.

•If possible, directly resolve the user technical issues as they arrive. This can involve either physically or remotely accessing the user’s computer and making required changes in the user’s system or settings, or walking the user through the necessary steps to resolve their issue.

•If unable to resolve the incoming issues, or when the issue is outside the scope of your knowledge provide detailed documentation regarding the problem to IT supervisory personnel. (For particularly complex cases, you may have to retrieve the user’s hardware so the IT specialists can conduct analysis and determine how to fix the problem.)

•Maintain detailed records of the user issues with software and hardware. These notes will help diagnose and repair complex issues and provide IT with data regarding recurring issues and problems reported by multiple users.

•Analyze users’ history of software and hardware issues and make recommendations to prevent future problems.

•Perform system tests and updates.

•Walk users through the process for installation of or access to various peripherals when necessary.

•Support enterprise-wide operations by creating, editing and maintaining IT documents. This can include FAQ documents that detail common issues and how to resolve them without contacting the IT department, standard operating procedures and practices regarding the use of software and hardware and help sheets to distribute throughout the organization.

•On-site troubleshooting and support requiring some occasional travel.Qualifications:
Must have at a minimum, an Associate’s degree in a related field (Bachelor degree preferred).

•Familiarity with most business related computer programs and hardware is a necessity.

•Experience working in a professional environment and with business software applications.

•Minimum 5 years of experience or extensive on-the-job training in:

•Microsoft 365 experience required (Office 365, Windows, SharePoint, etc.).

•Windows server and active directory required.

•Experience with VOIP Systems.

•Experience with PowerShell and other automation scripting languages preferred.

•Understanding of confidentiality and HIPAA security rules highly recommended.

•Must have excellent technical and computer skills

•Must be able to devise technical and creative solutions to user issues

•Effective communication is key in this role, since you will need to gather data about problems efficiently and quickly, prepare detailed notes to document the issues and walk users through the steps needed to resolve software and hardware issues.

•Must have excellent time management skills and be able to prioritize problems when handling multiple cases.

•Must be able to collaborate with team members and coworkers.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Company Description
The Center for Family Health & Education, Inc. (CFHE) is a 501(c)(3) nonprofit Federally Qualified Health Center (FQHC), located in the northeast San Fernando Valley area of Los Angeles. CFHE provides affordable and comprehensive medical care for underserved, uninsured, and underinsured residents of the greater Panorama City area. CFHE has been providing primary health care, mental health care, dental care, and women’s and children health care, as well as transportation services for patients since 2009.

Center for Family Health and Education

Why Work Here?
We are a rapidly growing company, seeking dynamic talent that wants to grow with us. We put our patients and staff first and foremost.

The Center for Family Health & Education, Inc. (CFHE) is a 501(c)(3) nonprofit Federally Qualified Health Center (FQHC), located in the northeast San Fernando Valley area of Los Angeles. CFHE provides affordable and comprehensive medical care for underserved, uninsured, and underinsured residents of the greater Panorama City area. CFHE has been providing primary health care, mental health care, dental care, and women’s and children health care, as well as transportation services for patients since 2009.

Address

8727 Van Nuys Blvd

Los Angeles, CA
USA

Industry

Technology

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