Help Desk Analyst - Tier 2

Information Systems Dallas, Texas Full Time


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.


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

  • Participate in the design and creation of Help Desk Standard Operating
  • Travel to Branch Sites regularly to proactively identify and assist with support needs and
  • Responsible for Incident Management process as a whole, throughout 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
  • Participate in the evaluation and implementation of new software and/or hardware
  • 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
  • Serve as backup to the Tier 1 IT Help
  • Receive requests for service via escalation from the Help Desk Analyst
  • Analyze complex software and hardware issues at the Tier 2 Help Desk
  • Document all cases in incident tracking
  • Train end users in the use of equipment and
  • Escalate tickets to appropriate support
  • Follow up on open issues with escalation groups to provide feedback to
  • Perform a quality assurance check on resolved tickets to ensure customer
  • Performs equipment installations, repairs, moves, and network hook-ups.
  • Performs collection and re-assignment of microcomputer
  • Creates and maintains standard operating procedures and
  • Comply with applicable legal requirements, standards, policies and procedures including, but not limited to the Compliance Program: Code of Conduct, HIPAA and Documentation
  • Provide a high level of customer service to our patients/clients and each other. Respect and values
  • Function as a team
  • Perform special projects and other duties as


  • Associate or Bachelor’s 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
  • Position requires Covid-19 Vaccination as a condition of employment
  • This position will Office daily at our Dallas Campus.


  • 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