IT Help Desk Analyst I

Works closely with CIO and the IT team to provide professional IT service and assistance to EMSMC employees, remote users, business partners, clients, and vendors.

Major Responsibilities/Activities

• Support the department with up-to-date knowledge regarding helpdesk activities and current department projects.

• Maintain in-depth knowledge of all applications and IT-related processes.

• Resolve user-reported problems that have been escalated by other staff using available tools and following procedures and policies.

• Participate in major IT projects as needed, such as new infrastructure deployment.

• Act as a liaison between clients and internal staff to assure accurate problem interpretation. Maintain communications with both parties during the problem resolution process.

• Escalate problems and/or concerns to appropriate management in a timely manner.

• Set up new hardware, software, and user access accounts in accordance with company standards.

• Monitor and maintain hardware and software applications, including workstation operating systems, antivirus, and all business-related applications.

• Participate in providing users with additional knowledge through planned classes, lunch/learns, etc.

• Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations

• Consistently support and demonstrate the company mission and values

Other Responsibilities/Activities

· Keep Sr. Leadership team informed as requested

· Involvement in special projects, committees as directed

· Provide backup to other IT staff as needed

Required Education, Skills, & Experience

• Minimum of 1-year experience supporting end-users in a help desk environment

• Microsoft Server 2012 or higher

• Active Directory Management/Group Policies

• Microsoft Office365

• Ability to learn, understand, and work within specific client requirements

• Willing and able to adapt to changes in a work environment, procedures, priorities, and job duties

• Willing and able to expand work hours to meet business needs, sometimes with little or no notice. This includes participation in the on-call rotation.

• Excellent customer service skills

• Strong verbal and written communication skills

• Ability to function well within a cross-functional team setting and independently

• Detail-oriented

Preferred Education, Skills, & Experience

• Citrix (XenApp) and Remote Desktop Services

• One or more of the following IT certification (A+, Network+, MCP, CCENT, VCP)

• Understanding of network switching, VLANs and routing

• VMware server management (4.1/5.5)

• Working knowledge of HIPAA regulations, Medicare, Medicaid, insurance, liability, and tertiary payment methods

 Working Environment/Physical Requirements

• General office environment

• Will be contacted after hours/weekends/evenings if IT problems arise; may need to respond to the office in person to address such problems

• Frequent typing/data entry

• Sitting for long periods of time, some standing

• Lifting, carrying, squatting, bending, and/or crawling as needed to assist users, connect PC equipment, etc.

• Use of basic office equipment such as PC, fax, printer, copier, telephone, scanner

• Some travel required