IT Help Desk Analyst II

Summary

The Helpdesk Analyst II position is the first line of support to resolve issues related to AFCs Electronic Health Record Systems and IT. This positions primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper-tier support, and provide consistent, professional internal and external communication

Essential Duties and Responsibilities

Ability to communicate with users and management ensuring timely updates and status reports
Ability to function in a high paced environment supporting healthcare professionals as they provide care for patients
Experience supporting Windows Servers and workstations
Practice and enforce security policies including MFA and Safe Practices
Provide accurate and timely logging of incidents and resolutions in ticketing system
Escalate problems as appropriate following proper policy and procedures
Manage Active Directory environment managing over 1500 users
Ability to troubleshoot printers and scanners
Support and troubleshoot EMRs, Accounting, and other Business Applications
Create and update knowledge base articles in Confluence for training and knowledge sharing
Evaluate and recommend improvements to policy and procedures, software and hardware to Manager, Information Technology for review
Gather and input data for regular reporting, decision making, planning and evaluation
Maintain and assure confidentiality of data adhering to HIPAA privacy rules
Support VOIP phone systems and users
Utilize all available resources to conduct computer diagnostics to determine root causes of issues and resolve them

Other Duties and Responsibilities

5 Day work week including weekends rotating weekdays off and on-call

Qualifications

Advanced analytical and troubleshooting skills. Superior customer service skills. Above average interpersonal, verbal and written communication skills. Able to effectively work independently to resolve problems. Able to manage multiple priorities and follow through on projects to completion. Ability to work well in a team-oriented environment. Ability to successfully handle difficult situations and customers.

Educational Requirements

Associate degree in computer science or related field, can be substituted for 3-5 years directly related experience.

Physical Demands/Work Environment

Office environment. Extended use of keyboard, mouse and monitor. High attention to detail and ability to focus. Ability to reach, stoop, and lift up to 50 pounds. Potential exposure to potentially infectious material. Moderate noise level.