IT Help Desk Analyst

The IT Help Desk Analyst serves as the first point of contact for technology and applications that support day-to-day operations. This role handles Tier I support, triages and escalates more complex issues to Tier II and Tier III, and maintains accurate documentation of requests and resolutions.

Role Responsibilities

• Provide timely, courteous support to internal and external clinician and administrative clients.
• Receive and manage requests for assistance via telephone, voicemail, email, and in-person interactions, including evaluating, triaging, and prioritizing user-reported issues.
• Diagnose and resolve technical problems related to desktop systems, clinical applications, and end-user devices using established support tools.
• Recognize issues that require escalation and route them to Tier II and Tier III staff when appropriate.
• Document service requests and resolution steps in the help desk ticket tracking system.
• Maintain current knowledge of system information, changes, and updates.
• Assist with PC and application deployment activities.
• Participate in an on-call rotation to provide after-hours support.
• Support IT project-based work as needed.
• Follow the established Monday-Friday schedule from 8:00 AM to 5:00 PM, while also engaging in communication with managers and coworkers on an ongoing basis.
• Primarily provide support on-site and report to the designated office location; occasional remote work may be permitted at supervisor discretion.
• Perform other duties as assigned.

Required Qualifications

• Associate degree in information technology or a related field, plus 1 year of enterprise IT support experience, or equivalent education and experience.
• Demonstrated knowledge of computing hardware, operating systems, and office productivity software, with a preference for Microsoft products.
• Strong technical problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.

Technologies

• Microsoft products

Schedule and Work Details

• Location: Bend River Mall
• Full-time position, 40 hours per week; 8 hours per day, Monday-Friday
• Will participate in a call rotation that can include evenings and weekends
• Position Type: Full Time, non-exempt
• Wages: Starting at $27.73 per hour, based on education and internal equity of current employees; salary range listed as USD 27 - 40 per hourly

Essential Duty Expectations

• Regular, reliable attendance and a high level of attention to detail and accuracy are required, as even minor errors can significantly impact patients and providers.
• Ability to work cohesively as part of a team and follow standard help desk procedures.
• Must have a current/active driver’s license and be insurable for driving through the company insurance carrier.

Preferred Qualifications

• More than two years working in support in an enterprise IT environment.
• CompTIA A+ or Network+ certification and/or higher technical education or training certificates.
• Healthcare experience is highly desired.
• Ability to communicate problem resolution through written documentation.
• General understanding of networking and connectivity support.

Benefits

• Medical
• Dental
• Vision
• 401K Retirement
• Paid Time Off
• Sick Time Off

Education

Associate degree in information technology or related field.