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Steward Health Care System IS Help Desk Analyst in Westwood, Massachusetts

POSITION SUMMARY:

The IS Help Desk Analyst reports to the IS Help Desk Manager. Daily activities include providing technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting. Provide support for other Steward IS teams as needed. Must have the ability to maintain a flexible schedule, and cover any shift which can include occasional after-hours and weekend hours.

KEY RESPONSIBILITIES:

• Answer and record online calls coming into the 24/7 Help Desk • Perform troubleshooting to end users for Steward Health Care and all its entities • Utilize stored information and documentation to help resolve issues • Utilize various communication methods including email and instant messaging applications • Prioritize and escalate problems within given guidelines • Triage calls to appropriate groups if request cannot be resolved • Provide daily turnover reports • Maintain proper shift coverage for answering calls • Work with groups external to the Help Desk to ensure a timely and effective hand-off of triaged calls • Participate in an on-call rotation • Occasionally lift and carry supplies and equipment weighing up to 30 pounds • Relocate to a new location if needed • Perform other duties as assigned • Travel to other sites required • Demonstrates respect and regard for all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment. • Commits to recognize, respect cultural diversity for all and communicates effectively with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

REQUIRED KNOWLEDGE & SKILLS:

• One year experience in Customer Service, phone experience preferred, Healthcare IT preferred • CompTIA A+, and/or CompTIA Network+ certification is preferred • General knowledge of supported software packages: MS Office 2010, Office 365, Internet Explorer, and SharePoint • Knowledge of desktop operating systems: 7, Win10 and Mac OS X • Knowledge of Cisco SSL VPN, Secure ID, and Antivirus software • Knowledge of wireless devices (iPhone, Tablets) • Knowledge of HP/IKON printers • Knowledge of repair of Intel based PC hardware • Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure • General knowledge of LAN, WiFi, and internet protocols. • Strong analytical and problem-solving skills • Ability to multitask and prioritize work requirements • Excellent interpersonal and communications skills, including the ability to establish and maintain effective working relationships with others • Excellent organizational skills • Ability to follow direction, to work independently and take initiative over diverse project areas. • Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment • Rely on experience and judgment to plan and accomplish goals • Ability to express ideas concisely and clearly (verbal & written) • Ability to prioritize projects and daily workflow. • Ability to effectively prepare presentation material and present information to IS staff, management, hospital and public groups • Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts • Adhere to the department Mission statement and values • HTML and/or PHP a plus

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

Education: • 2 year college program certificate, or equivalent work experience Experience: • One year experience in Customer Service; phone experience preferred and healthcare IT preferred Certification/Licensure: • CompTIA A+, and/or CompTIA Network+ is preferred Software/ Hardware: • General knowledge of supported software packages: MS Office 2003,2007, 2010, Office 365 , Exchange, Internet Explorer, and SharePoint • Knowledge of desktop operating systems: Windows 2000, Windows XP, Vista, 7, 8, and Mac OS X • Knowledge of Cisco SSL VPN, Secure ID, and Sophos AV, Microsoft System Center End Point protection • Knowledge of wireless devices including but not limited to Blackberry and iPhone • Knowledge of HP/IKON printers • Knowledge of repair of Intel based PC hardware • Familiar with computer hardware including basic data communications networking equipment, hubs, routers, and cabling infrastructure • General knowledge of LAN, Wi-Fi, and internetworking protocols: TCP/IP, netBEUI, Netbios, AppleTalk Other: • Ability to have a flexible schedule; to cover any shift, which can include occasional after hours and weekend hours.

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