Job Description

Job Description

Job Description

POSITION SUMMARY: The Help Desk Support Analyst I will be responsible for providing first-level contact for incoming systems issues. The Analyst plays a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems. Responsibilities will include troubleshooting hardware and software problems, providing basic technical support, and escalating more complex issues as needed. You will play a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems.

ESSENTIAL RESPONSIBILITIES:

• Technical Support: Respond to and resolve incoming support requests via phone, email, or ticketing system in a timely and professional manner.
• Troubleshooting: Diagnose and resolve basic hardware, software, and network issues. This includes setting up new user accounts, installing software, and troubleshooting common problems.
• Documentation: Maintain accurate records of all support requests and resolutions in the ticketing system. Document issues, solutions, and recurring problems to help improve overall support processes.
• User Assistance: Provide guidance and support to end-users on how to use software applications, operate hardware, and follow IT policies and procedures.
• Escalation: Identify and escalate complex technical issues to Tier 2 or higher-level support teams as needed, ensuring clear and detailed information is provided for resolution.
• System Monitoring: Monitor and report on system performance, alerting higher-level support staff to potential issues or irregularities.
• Training and Development: Stay current with new technologies and best practices in IT support. Participate in ongoing training and development activities to improve technical skills and knowledge.

• Other duties as assigned.

Required Education and Experience:

• High school diploma or equivalent required; Associate's degree in Computer Science, Information Technology, or a related field preferred. Bachelor’s Degree Preferred
• 1-2 years of experience in a technical support or help desk role preferred, but entry-level candidates with relevant skills and a strong willingness to learn are encouraged to apply.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications. Familiarity with networking concepts is a plus.
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus but not required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Strong verbal and written communication skills required. The employee frequently is required to sit for long periods of time; stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Ability to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency. Repetitive motion of upper body required for extended use of computers and telephones. Position requires the ability to install, carry, lift and move equipment up to 50 lbs. on a regular basis.

Position Type/Expected Hours of Work:

This is a full-time position that requires regular and reliable on-site attendance. Days and hours of work are 8am-5pm. Based on business need, the ability to work a flexible schedule, including some overtime as approved in advance. This position will participate in a revolving on-call schedule, being on-call for one week a month to respond to after-hours issues.

Travel:

This position will require occasional travel to other clinic locations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

White-Wilson Medical Center, P.A. and affiliates are equal opportunity employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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