The Senior Technical Support Analyst is responsible for providing on-site helpdesk and desktop support. Support includes to VIPs.
Responsibilities include management and support of all user assigned equipment, including desktops, laptops, PC peripherals, printers, phones. Alerts generated by Endpoint Protection systems should be analyzed and remediated or escalated where appropriate.
Candidates should be familiar with ITIL foundational practices (Incident Management, Problem
Management, Change Management).
Duties and Responsibilities
Responsible for tracking and resolving all incoming Incident and Service Requests tickets entered into the Service Now management application.
Responding promptly to on-site and off-site users requiring assistance with technology provided by company.
Handle common support issues, i.e., password resets, printer setups; phone/passcode resets; wireless connectivity etc.
Assisting / training users on the use of common Productivity tools and non-clinical applications, e.g., Microsoft Office 365 (Word, Excel, and Outlook).
Provide service and support for desktop and mobile computer systems, including troubleshooting, hardware/software configuration.
Management of hardware assets in the Service Now management application.
Engagement in the Continual Service Improvement (CSI) Program, including assignment of
Problem Tickets and Project work to improve operating efficiency of technical/application support.
Creation of IT Documentation / Knowledge Articles.
Comply with all company policies related to Privacy Rules established under the Health
Information Privacy and Portability Act of 1996 (HIPAA)
Perform other job-related duties, as assigned
A Bachelor’s degree in computer science or related field of study is preferred.
At least 2 years of experience in the field of IT/IS providing customer support; troubleshooting
basic user issues (software/hardware related)
Prior experience in documenting activities in a Service Desk management system
Experience supporting Microsoft Windows 10.
Familiarity with network basics, including an understanding of the function of routers/switches and related protocols, LAN/WAN Security, firewalls, load balancers and wireless strongly desired.
Strong interpersonal skills and customer service skills are required.
Exceptional written and oral communication skills are essential.
Experience creating reports with MS office products (Excel, Visio, MS Word) is strongly desired.
Willingness to work extra hours as dictated by operational requirements.
This position is a full-time contract to hire position (40 hrs/week).
The working environment can be considered fast paced at times.
The Senior Technical Support Analyst will be required to maintain a high level of professionalism.
This holder of this position will be required to work on-site.