IT Help Desk Analyst I

All About Hamilton Health Center

Hamilton Health Center (Hamilton), established in 1969, is the only Federally Qualified Health Center (FQHC) within a 30-mile radius of Harrisburg, PA and continues to grow using a holistic and comprehensive approach to being patient centered. The mission of Hamilton is to improve the health of Central Pennsylvania’s residents by delivering high quality, respectful and patient-centered health and related social services that promote access, treatment, education, and prevention regardless of health, economic, or insurance status. Our vision is that every member of our community, regardless of their ability to pay or their insurance status, receives holistic, quality health care needed to create a healthy community. For over 50 years we have been true to these words. As part of our team, you will work alongside a dedicated team that cares and values those we serve.

Benefits offered: In addition to your base pay, you may also be eligible to receive in accordance with our Employee Handbook:

• Generous Paid Time Off that may include 19 PTO days, 7 paid Federal Holidays and 1 Birthday holiday for full time employees.
• Medical, Dental & Vision Insurance.
• Company Paid Life Insurance.
• Retirement Plan Enrollment Options.
• Employee Assistance Program.
• Benefits pro-rated in accordance with FTE status and with Employee Handbook.

Job Summary: Responsible for providing technical assistance and support to users in an efficient and accurate manner. You will be considered as the company’s front line and will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Essential duties and Responsibilities:

The Help Desk Analyst I position performs a wide range of duties, including, but not limited to the following:

• Work level 1 service requests (Printer mapping, Account lockouts, Password resets, etc. as they become available, while providing world-class customer support. This includes monitoring and communication to users over life span of service request. Perform the function of “Gatekeeper” as new service requests become available by assigning them to their appropriate support resources. Incumbent must also possess excellent customer service, verbal, and written skills. Demonstrate the ability to troubleshoot end user issues via remote connectivity. Must be able to communicate politely and courteously with people from different socio-economic and ethnic backgrounds and be industrious. Also, must be able to establish and maintain harmonious, productive working relationships with Hamilton Health Center’s management, physicians, clinicians, and general users.
• Assist other department resources in equipment repair/replacement, software maintenance and other customer requests. Create / Maintain user accounts in accordance with direction from Director of Information Technology.

Required Knowledge and Skills:

1. Knowledge of all applicable Federal, State and Local laws.
2. Keep current with trends and developments related to essential job competencies.
3. Commitment to and demonstration of excellent internal and external customer service.
4. Attention to detail, ability to lead and follow processes and procedures from beginning to end.
5. Able to motivate others and mitigate conflict to the most valuable outcome.
6. Able to demonstrate interpersonal and relationship-building and project management skills.
7. Ability to work collaboratively with staff throughout the organization to effect change.
8. Recognized excellence in interpersonal and relationship building. Able to communicate information in an organized and clear manner
9. Strong organizational skills; ability to balance priorities and contribute as a team player within the organization.
10. Ability to utilize data and promptly inform others in decision-making process.
11. Demonstrate knowledge of and maintain the standards and requirements of the Health Insurance Portability and Accountability Act (HIPAA). Ensure the protection and security of personal, confidential and identifiable information in a professional and responsible manner and carry out all measures to prevent from unauthorized disclosures.
12. Able to demonstrate behaviors that represent Hamilton’s Workplace Values.
13. Entrepreneurial spirit, intellectual curiosity, high energy, positive attitude and diplomatic.
14. Commitment to reflect quality assurance and risk management in daily tasks.
15. Has computer skills and ability to learn/operate software programs.

Minimum Education/Work Experience: Associates degree in related discipline or a minimum of one year working in a technical operating capacity focusing on IT infrastructure support operations. A+ certification is preferred. Must be able to completely perform all position duties and responsibilities as detailed in this job description. Must be able to handle moderate physical activity, including handling of average-weight objects up to 25 pounds or standing and/or walking for more than two (2) hours per day. Must be able to speak and listen over the telephone to conduct troubleshooting activities and ability to clearly communicate issues to all levels of Hamilton employees.

Other Requirements: Reliable transportation to travel throughout the service area.

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.