Help Desk Analyst

Job Purpose

The Help Desk Analyst evaluates, installs, configures, tests, and repairs user PC equipment and software problems. Provides first and second level PC support for the hospital and its related clinics. Documents all calls, recording problem descriptions, resolution tier, priority, and any other pertinent details, escalating to the proper group for resolution.

• Maintain and update documentation and knowledge base articles.
• Interface with end users to resolve problems, determine best methods of solving issues, and troubleshoot.
• Prepare for and participate in meetings with supervisors and others to provide status updates, describe upcoming requirements, and outline areas of deficiencies.
• Maintain current technical knowledge to support rapidly changing technology; stay alert for new technologies and work with management and development to introduce them. Participate in technology forums and industry user groups.
• Utilize the change management process for all system changes.
• Communicate to management on the status of problems and recommend improvements to systems.
• Document, maintain, upgrade, or replace hardware and software systems.
• Maintain assets in asset management applications.

• Associate’s degree in computer science, technical/vocational training, or equivalent work experience.
• 1+ years of customer support in a technical field.
• 1 to 3 years of technical support experience.
• Scripting experience utilizing Power Shell, VB Script, Win Batch, or Batch.
• Ability to work independently as well as in a team environment.
• Availability to be on call.
• Well-developed communication, organization, and customer relations skills.
• Strong technical skills.
• Positive attitude and professional appearance.
• Ability to create and maintain operating system images.
• Knowledge of software and operating system deployments utilizing automation.
• Positive service-oriented interpersonal and communication skills.
• A valid driver's license is required. If you do not have a valid Ohio driver’s license, you must obtain one within 30 days of your residency in the state. You must also meet BVHS's company fleet policy, insurance, and any other requirements to operate a vehicle.

• A+ Certification.
• Microsoft Certified Desktop Support Technician Certification.

Performing physical activities that require considerable use of arms and legs, moving the whole body, climbing, lifting, balancing, walking, stooping, and handling materials. Position requires lifting up to 50 lbs.