Help Desk Analyst Senior

Information Systems Minneapolis, Minnesota Full Time


Description

AccentCare is looking for passionate clinicians committed to delivering exceptional care in the home.

We are committed to quality patient outcomes—delivering evidence-based care in the home—and providing comprehensive training to further develop our staff along with continuing education and promotional opportunities.

Come join the AccentCare team and Make A Difference every day.

POSITION SUMMARY:

Reporting directly to the Manager of Customer Support the Sr. Help Desk Analyst is responsible for Tier 2 software and/or hardware support.

 

AccentCare, Inc. will make reasonable accommodations to "otherwise qualified individuals."

 

MAIN DUTIES AND RESPONSIBILITIES (Essential Functions of the Position):

  • Provide technical advice, guidance and informal training to Tier 1 Help Desk Analysts and customers
  • Participate in the design and creation of Help Desk Standard Operating Procedures
  • Travel to Branch Sites regularly to proactively identify and assist with support needs and projects
  • Responsible for Incident Management process as a whole, throughout I.T.
  • Troubleshoot and resolves Tier 2 level software and/or hardware technical issues by analyzing, identifying and diagnosing fault and symptoms using established processes and procedures
  • Participate in the evaluation and implementation of new software and/or hardware technologies
  • Liaise between Tier 1 Help Desk and other IT Departments to learn and document new and/or complex technologies
  • Develop and performs training to Tier 1 Help Desk Analysts on new systems and processes
  • Serve as backup to the Tier 1 IT Help Desk
  • Receive requests for service via escalation from the Help Desk Analyst group
  • Analyze complex software and hardware issues at the Tier 2 Help Desk level
  • Document all cases in incident tracking software
  • Train end users in the use of equipment and software
  • Escalate tickets to appropriate support groups
  • Follow up on open issues with escalation groups to provide feedback to customer
  • Perform a quality assurance check on resolved tickets to ensure customer satisfaction
  • Performs equipment installations, repairs, moves, and network hook-ups
  • Performs collection and re-assignment of microcomputer equipment
  • Creates and maintains standard operating procedures and documents
  • Comply with applicable legal requirements, standards, policies and procedures including, but not limited to the Compliance Program: Code of Conduct, HIPAA and Documentation Standards.
  • Provide a high level of customer service to our patients/clients and each other. Respect and values diversity.
  • Function as a team member.
  • Perform special projects and other duties as assigned

EXPERIENCE/TRAINING/EDUCATION/CERTIFICATION:

 

  • Associate or Bachelor degree preferred
  • Five to seven years of progressive IT work experience.
  • Three to five years of experience serving as a Customer Support Specialist or Help Desk Technician
  • Proven ability to understand complex hardware and/or software technologies
  • Sound knowledge and understanding of Enterprise level application support
  • Must have experience providing end user technical support
  • Hands-on experience working in Microsoft Windows and Office products
  • Strong knowledge and understanding of networking
  • Advanced computer hardware and peripherals skills
  • Prior Healthcare industry experience working in acute or post-acute organizations is desired

SKILLS/ABILITIES:

 

  • Ability to communicate with coworkers with varying levels of technical expertise
  • Ability to work well as a team member or independently
  • Ability to take direction and learn new technologies
  • Ability to complete work tasks efficiently and quickly
  • Excellent customer service skills and telephone support etiquette
  • Excellent verbal communication skills
  • Excellent interpersonal/listening skills
  • Excellent problem solving & task analysis skills
  • Proficient in interacting with and creating a collaborative working environment amongst and with I.T. technical staff, non-technical end-users, and multiple levels of management
  • Possess a responsible, detail-oriented, results-driven work ethic
  • Possess a sense of commitment to the overall betterment of the I.T. department, through direct involvement and collaboration with all levels
  • Must possess a responsible, detail-oriented, results-driven work ethic
  • Self-motivated individual who actively seeks out opportunities to promote change for improvement