AllHealth Network

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Tech Support Analyst | Helpdesk Support

at AllHealth Network

Posted: 11/9/2020
Job Status: Full Time
Job Reference #: fa4b61c4-5703-472f-9714-f66b0e9cdc11

Job Description

Job Purpose:
The Tech Support Analyst I is responsible for providing excellent customer service support to our centers and remote users, providing system guidance and troubleshooting resolution for all Network staff members.

Goals and Objectives:
* Under general supervision, manage and promptly resolve all helpdesk tickets and requests for support
* Provide a high level of customer service and build effective professional relationships with AllHealth Network staff

Duties and Responsibilities:
* At this level, the work is moderately complex in nature.
* Guide and assist all users with desktop and laptop technical issues daily
* Oversee AllHealth Network applications and escalate major issues/red flags to management
* Oversee network and escalate major issues/red flags to management
* Manage and provide support all printers throughout the organization
* Provide support to the level three team when required
* Assist with all staff office moves
* Identify, reduce or remove all old out dated IT equipment
* Clean up and maintain all IT closets, data center(s) and equipment rooms that IT utilizes for storage
* Deploy & manage all agency cell phones
* Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
* Responsible for setting up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software
* Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
* Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
* Collect data by identifying sources of information; designing survey and collection methods
* Organize information by studying, analyzing, interpreting, and classifying data
* Prepare reports by collecting, analyzing and summarizing information
* Prepare reference material for users by writing operating instructions
* Maintain historical records by documenting system changes and revisions
* Maintain client confidence and protect operations by keeping information confidential
* Contribute to team effort by accomplishing related results as needed
* Ability to work rotating schedule with shift flexibility based on need
* Follow all AllHealth Network policies and procedures
* Complete all required trainings as listed in Relias Learning (both online training and face-to-face training) within required timelines
* Perform other duties as required within the scope of the position and the experience, education and ability of the employee.

Key Technical Skills and Knowledge:
* Associates degree (AA) or equivalent from a two year college or technical school preferred.
* Minimum of 3-5 years of experience in most of the following areas:
Knowledge of Microsoft Office suite; Virtual Server implementation, management and best practices; General environment hardware management, PC repair and modifications; Experience troubleshooting and resolving hardware and software issues; Troubleshoot wired/wireless network and Internet connectivity issues; Diagnose and correct problems with printers or multi-functional devices; Provide technical training and/or assistance to end users; Third-party infrastructure solutions including back-up, document management, collaboration, security, antivirus/anti-malware systems, cloud services, etc.; physical and network security; User desktop support; Disaster recovery.
* Ability to work somewhat independently, demonstrate initiative and manage own workload effectively under general supervision
* Capacity to work under pressure in an ever-changing, fast-paced team environment
* Good analytical troubleshooting and debugging skills, and proven ability to discern critical from minor problems
* Capacity to prioritize, manage and handle multiple tasks simultaneously
* Proficient in building effective working relationships at all levels of the organization
* Demonstrated aptitude and initiative to continually learn

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!