Help Desk Analyst (Onsite Position

Newport News, Virginia

As a member of the Riverside IS Help Desk team, the Help Desk Analyst I is responsible for the timely and professional execution of all tasks associated with providing excellent customer support relative to IT services, application, hardware, software, access, etc. in a Help Desk environment. The Analyst will assist and coordinate support across multiple Information Systems departments to include but not limited to IS Telecom, Network, Server, Email, Workday, and iCare teams.

• Provide technical expertise on the telephone or in person for reported hardware or software problems
• Ensure that all phases of end user support are coordinated, monitored, logged, tracked, and resolved appropriately
• Create and maintain documentation such as Help Desk User Guides and Knowledgebase articles
• Assist and coordinate support across multiple Information Systems departments to include but not limited to IS Telecom, Network, Server, Email, Workday, and iCare teams
• Partner with Technical teams to troubleshoot issues with equipment and backup/safety systems in the Data Center

• High School Diploma or GED, (Required)
• Associates Degree, Information Systems / Information Technology (Preferred)

• Recent relevant experience (i.e. helpdesk) (Preferred)

• HDI Customer Service Representative or comparable Customer Service Certification is preferred
• Any certification (or more advanced certification) from the following list is preferred:
  CompTIA A+ CE, or CompTIA N+ CE, or CompTIA Security+ CE, Apple Certified Support Professional, Apple Certified IT Professional, Cisco Certified support Technician (CCST), Cisco Certified Network Associate (CCNA), CompTIA IT Fundamental, or Microsoft 365 Certified Fundamentals - Microsoft.

To learn more about being a team member with Riverside Health System visit us at