Help Desk Analyst Tier I

Elevate Patient Financial Solutions has an exciting career opportunity available as a Help Desk Analyst Tier I. This position will be located in Owings Mills, MD
. The Full Time/Part Time schedule for this role will be Monday through Friday 7 AM to 4 PM or 8 AM to 5 PM.

The Help Desk Analyst is responsible for resolving Customer Service Requests related to both software and hardware issues that are routine to moderate in scope.

• Answers, evaluates, and prioritizes incoming telephone, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Provides excellent customer service with problem resolution. Establishes strong working relationships with internal and external customers. Ensures customer satisfaction by responding to all help desk requests in a timely and professional manner.
• Logs and tracks calls using IT service management software and maintains historical records and related documentation.
• Assists in installation of company computers, software, and peripheral equipment.
• Tracks and maintains an accurate documentation of computer equipment in configuration management database.
• May analyzes and evaluate incidents and make recommendations to reduce help line incident rate.
• May interact with software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid users in their work.
• Performs basic Active Directory and Exchange administration
• Works within key Elevate
  
  PFS processes and works to achieve better efficiencies
• Assures work area meets the requirements of Elevate
  
  PFS’s policies and is consistent with Federal and state patient privacy regulations such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities.

• Associate degree in technology and/or 1 – 2 years related experience.
• Extensive knowledge of PC hardware and software support required.
• 1+ year overall Windows 10/11 operating systems support or administration experience.
• Good working knowledge of Microsoft Office, Office 365, and Windows required.
• 1+ years of Active Directory experience.
• Help Desk experience preferred.
• Excellent customer service skills (friendly, courteous, and helpful).
• Ability to effectively communicate both in writing and verbally, as well as to interact in a professional manner with colleagues, patients, public, and client’s staff members.
• Strong analytical and problem-solving skills a must
• Ability to multitask; excellent organizational and planning skills required
• Remote and Hybrid positions require a home internet connection that meets the company’s upload and download speed criteria.

Elevate

PFS believes in making a positive impact not only within our industry but also with our employees –the organization’s greatest asset! We take pride in offering comprehensive benefits in a vast array of plans that contribute to the present and future well‑being of our employees and their families.

• Medical, Dental & Vision Insurance
• 401K (100% match for the first 3% & 50% match for the next 2%)
• 15 days of PTO
• 7 paid Holidays
• 2 Floating holidays
• 1 Elevate Day (floating holiday)
• Pet Insurance
• Employee referral bonus program
• Teamwork:
  We believe in teamwork and having fun together
• Career Growth:
  Gain great experience to promote to higher roles

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. This pay scale is not a promise of a particular wage.

The job description does not constitute an employment agreement between the employer and Employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Elevate

PFS is an Equal Opportunity Employer