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