Help Desk Analyst I – 12095

Provides the first line of technical assistance by problem analysis by escalating problem resolution to further levels of technical assistance while retaining ownership of the problem until resolution is complete. Coordinates tracks and reports the resolution of service and support requests for all information technology resources.

Minimum Job Requirements

BS degree in Computer Science/ Information Systems/related major or at least 2 years of equivalent work experience in a customer support role in a healthcare or corporate environment.

Troubleshooting skills with 3- 5 years experience in a Windows- based environment(s) and/or 2- 4 years experience with Macs.

Qualifications

Essential Duties and Responsibilities

Analyzes and triage incoming calls using knowledge bases software designed to quickly identify technical problems and probable resolution.

Ensures that MCH clients and users of information technology resources experience minimum impact on their daily activities from technical problems.

Logs each incoming request as calls are received and execute ownership of the problem until resolution is complete and client/user is advised of cause and disposition.

Provides telephone end-user support on IT-related issues by diagnosing, analyzing, and quickly resolving or escalating (if resolution requires hands-on interaction, different skill set experience or an excessive amount of time) and/or dispatching assistance as needed, meeting SLAs for first-call resolution on incidents and service requests.

Knowledge/Skills/Abilities

Action- oriented and self- motivated with the ability to improve the effectiveness, performance and efficiency of the Help Desk team.

Advanced knowledge of Windows 2000/ XP/ Vista, Windows 2000/ 2003/ 2008 Server, Microsoft Office XP/ 2003/ 2007, Microsoft Project, Microsoft Visio, Lotus Notes, Symantec Antivirus and other business applications.

client/server enterprise infrastructures

Excellent oral communications skills in a telephone-centric customer service setting. Excellent written skills and experience with documentation of issues and resolutions required.

general distributed hardware: printers, scanners, lightpens.

networking architecture: TCP/IP, token-ring, ethernet, Internet.

networking hardware: modems, controllers, LANs,

Sound knowledge of Helpdesk and Asset management software, and general Helpdesk/ Trouble Ticket and Project Management process.

Technical training, experience and familiarity with several of the following:

WANs, routers, gateways.

smartclick

(EOE DFW)