Senior Analyst Help Desk

Essential Duties and Responsibilities:

1. Provides highly technical escalation support to Help Desk Analyst
2. Manage SDP Help Desk ticket queue to ensure ticket resolution in the queue
3. Add devices to Wi-Fi network
4. Cisco phone configuration and set up
5. Cisco phone directory/phone set up/maintenance
6. Ascom phone setup/troubleshooting
7. Pager setup/troubleshooting
8. Patient phone setup and troubleshooting
9. Set up email on mobile devices
10. Create/disable accounts for NAH systems
11. Reset/unlock Meditech, Athena, and AD account passwords
12. Restore/unlock Meditech sessions for end user
13. Create Meditech printers
14. Create Meditech client sessions
15. Image, upgrade, and deployment of IT equipment
16. Purchase Requisitions-process purchase & capital equipment requests
17. Document all process & procedures
18. Maintains a high degree of customer service for all support queries
19. Takes ownership and proactively deals with user and customer issues
20. Logs all issues in the call logging/task tracking system with accuracy
21. Assists in proactively monitoring systems for space usage and processor capacity
22. Assign customer request/tickets in the Service Desk Plus queues to effectively assign and dispatch issues and requests to appropriate IT department
23. Supports customers in the basic use of systems and hardware, with the ability to effectively instruct customers via the phone, e-mail, or walk-ins
24. Assists in developing and maintaining downtime procedures and disaster recovery plans
25. Analyzes, diagnoses, and responds to inquiries to troubleshoot and resolves hardware and software issues; workstations, laptops, computer peripheral hardware, printers, wireless infrastructure

Requirements:

One to three or more years of experience.

The hospital prohibits discrimination based on age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex, sexual orientation, and gender identity or expression.