Helpdesk Analyst
- $47,000 Yearly
- Vision , Medical , Dental , Paid Time Off , Life Insurance , Retirement
- Full-Time
The Cuyahoga County Board of Developmental Disabilities (Cuyahoga DD) is seeking a Systems Support Analyst (Helpdesk Analyst) to work as a member of the IT Helpdesk Support team to support clinical and financial systems and the technical architecture of the Cuyahoga DD. Provide first-level support for IT-related issues and service requests, ensuring that all users receive timely and effective assistance. The nature of work will include, but is not limited to the following:
- Serve as the first point of contact for users seeking technical assistance over the phone or email. Use the ITIL framework to categorize, prioritize, and escalate incidents and service requests as necessary.
- Provide technical support for all clinical and/or business applications deployed within their respective functional area(s), including troubleshooting hardware and software issues.
- Assist with defining needs, benefits, and technical strategy for assigned area(s) related to helpdesk support.
- Perform research, development, technical analysis, and design to improve helpdesk support processes.
- Test, integrate, and implement solutions including interface knowledge, following ITIL best practices.
- Ensure reliability and accuracy of service monitoring tools and integrations.
- Perform proactive analysis to identify potential problems and recommend performance enhancements.
- Coordinate and conduct education and/or end-user training to ensure systems are utilized as designed.
- Develop end-user documentation and/or a permanent reference for clear, concise information. Maintain accurate and up-to-date documentation.
- Provide requirements and recommendations for service-level monitoring best practices and assist in implementing monitoring tools.
- Work closely with other IT team members to understand the infrastructure, network, and applications behind the monitored services.
- Adhere to all safety protocols.
- Implement Cuyahoga DD Standards of Behavior and exhibit behaviors consistent with Cuyahoga DD core values.
SALARY & BENEFITS: The Cuyahoga County Board of DD is a mission-driven organization. Attracting, retaining, and developing great talent is fundamental to achieving the Board’s mission. We are committed to equal opportunity in all aspects of employment, including the way we compensate our employees. Our Employee Value Proposition (EVP) includes not only pay, but non-cash compensation such as extensive paid time off, flexible work schedules, remote work opportunities for applicable positions, outstanding healthcare benefits as well as free dental, vision, and life insurance, and so much more. We also have a fantastic pension plan through the Ohio Public Employees Retirement System. If that wasn't enough, you will have the opportunity to work in an outstanding work environment as part of a multidisciplinary group of professionals.
The Cuyahoga DD recruits and retains outstanding individuals who are committed to our mission of supporting and empowering people with developmental disabilities to live, learn, work and play in the community. We seek to attract diverse staff who desire to inspire, to promote abilities and talents, to foster inclusion in all aspects of community life, and to hold themselves and others to high expectations. We hope you choose to join our team!
** STARTING SALARY: The base salary for this position is $47,000.00 The actual starting salary will depend on many factors including the breadth and depth of the knowledge, skills, and experiences brought by the candidate as well as the level of education. It is Cuyahoga DD’s intent to pay each employee a salary that is reasonable and competitive based on the market rate for the position, while also considering not only internal equity but also the budgetary constraints.
Qualifications
- Bachelor's Degree or relevant work-related experience in lieu of a degree.
- Three (3) years of recent experience implementing and supporting an information system or three (3) years of application support and demonstrated training experience is preferred.
- Technical implementation/project management training or experience preferred.
- Hold a valid driver's license and maintain an insurable driving record under the Cuyahoga DD's auto liability insurance policy.
Employees of the Cuyahoga DD are asked to hold themselves to high expectations and to help raise the expectations for people with developmental disabilities. We need to encourage people to dream of a future that may not have been available to them before now; to support parents to imagine a future for their sons and daughters that includes working alongside typical peers and earning equal pay; to focus on how people with disabilities are more like us than different from us; to lessen dependence on programs and systems and instead rely on friends, family, coworkers, and neighbors for support and assistance; and to educate our communities and local businesses on the many benefits of including people with disabilities in neighborhoods and in the workplace.
The Cuyahoga DD hires a wide range of positions. We are looking for everything from therapists, repair technicians, clerical staff, to IT network engineers and HR professionals, not to mention Support Administrators (service coordinators) to work with the families and individuals we support. No matter your position, the employees of the Cuyahoga DD are proud to be part of an organization that has made and will continue to make a significant impact in the lives of people with developmental disabilities in Cuyahoga County.
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