Help Desk Analyst I Information Technology

Facility:      Administrative Regional Training Cntr

Shift: Shift 1

Status:     Full Time      FTE: 1.000000

Bargaining Unit:     ACE Associates

Exempt from Overtime:     Exempt: No

Work Schedule:  Days Evenings Nights with Weekend and Holiday Rotation

Hours:         

7am - 3pm or 8am - 4pm

Summary:
The position requires basic understanding of PC hardware/software, general knowledge of broadband or network connectivity and electronic health records.  Will provide technical assistance to resolve issues related to computer hardware and software, including printing and operating systems. Must have good customer service and teamwork skills, a positive attitude, good judgment, technical and analytical aptitude, and be dependable and respectable. Will interact with end users to diagnose problems and implement solutions, thoroughly document IT problems using Remedy, escalates issues when needed, and supports systems security and standards. Work with other helpdesk members to ensure adequate coverage is provided.

Responsibilities:

• High school education or equivalent required

• Requires 3- 6 months of technical customer service experience, or equivalent combination of experience and college level education

KNOWLEDGE, SKILL AND ABILITY

Must have:

• Good customer service and teamwork skills
• A positive attitude
• Good judgment
• Technical and analytical aptitude  
• Be dependable and respectable
• Employee has regular access to confidential data, which if revealed could have a negative internal and external effect

WORKING CONDITIONS

• Normal heat, light space, and safe working environment; typical of most office jobs