Help Desk Analyst II

PURPOSE OF THIS POSITION

The Help Desk Analyst II is responsible for evaluating, installing, configuring, testing, and repairing user PC equipment and software problems. This position will also provide first and second level PC support for the hospital and its related clinics. This position will also document all calls including a description of the problem, a resolution tier, priority, any other pertinent details and escalate to the proper group for resolution.

JOB DUTIES/RESPONSIBILITIES

Duty 1:  Maintain and update documentation and knowledge base articles for job duties and responsibilities

Duty 2: Interface with end users to resolve problems, determine best methods of solving issues, troubleshoot problems, etc.

Duty 3: Prepare for and participate in meetings with supervisors and other to provide status updates, describe upcoming requirements, outline areas of deficiencies, etc.

Duty 4: Maintain current technical knowledge to support rapidly changing technology, always on a look out for new technologies and work with management and development team in bringing new technologies to the organization.  Including but not limited to participating in technology forums and industry user-groups

Duty 5: Utilizes change management process for all system changes

Duty 6: Communicate to management on status of problems and recommend improvements to systems

Duty 7: Document, maintain, upgrade or replace hardware and software systems

Duty 8: Maintain assets in asset management applications.

REQUIRED QUALIFICATIONS

• Associate’s degree in computer science, technical/vocational training or equivalent work experience
• 3+ years of customer support in a technical field
• 3 to 5 years of technical support experience
• Scripting experience utilizing any of these scripting languages - PowerShell, VB Script, Winbatch, Batch
• The ability to work independently as well as in a team environment
• Ability to be on call
• Well-developed communication, organization, and customer relations skills
• Strong technical skills
• A positive attitude and a professional appearance
• Ability to create and maintain operating system images
• Knowledge of software and operating system deployments utilizing automation, helpful
• Positive service-oriented interpersonal and communication skills required.
• A valid driver's license is required (if you do not have a valid Ohio driver’s license you must obtain one within 30 days of your residency in the state).  You must also meet BVHS's company fleet policy and insurance company requirements, and any other requirements that may be required to operate a vehicle.        

PREFERRED QUALIFICATIONS

• A+ Certification preferred
• Microsoft Certified Desktop Support Technician Certification preferred

PHYSICAL DEMANDS

Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.  This position is required to lift up to 50 lbs.