Kern Health Systems

Kern Health Systems

Help Desk Analyst I

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Kern Health Systems

POSITION DESCRIPTION

POSITION TITLE:Help Desk Analyst I
REPORTS TO:Supervisor, IT Operations

General Purpose:

The Help Desk Analyst I provides and coordinates hardware, software, telecom, and limited network help desk support to Kern Health Systems employees. Coordinates, and delivers hardware, software and other computer related training. This person provides entry-level support for incident/problem ticket resolution over the help desk, reviews outstanding and unresolved incident/problem tickets for follow up, and provides status and updates to the incident/problem submitter. The incumbent ensures an easy transition of incident/problem tickets that require escalation to the Help Desk Analyst II and the Systems or Network Administrators. Maintains, coordinates, and installs conference and training room equipment.

Provides Tier-1 level support for incident/problem ticket resolution, and interacts with daily activities that require technical support at the end user location. The incumbent must be able to communicate both verbally and written in concise and easily understandable manner. The position requires a solid understanding of the current Microsoft Windows operating system, Microsoft Office products, troubleshooting of layer one through four of the OSI model, general desktop applications support, document imaging, and computer hardware configurations. The Help Desk Analyst I must have the ability to support problem resolution with network switches, data and voice wiring, personal computers, printers, scanners, copiers, and other typical office automation hardware.

Essential Duties and Responsibilities:

• Provide seamless transition of incidents/problems from the Help Desk to the Help Desk Analyst II, Network, Systems, Development or Data Management support groups.

• Ensure regular communication with theBusiness, MIS team, and Management of system or application outages. Track the progress or resolution of outages and establish good communication of repairs or corrective actions to the entities stated in a timely manner.

• Setup equipment and documentation for new hires and terminations, adds, moves, and changes.

• Ability to troubleshoot computer hardware; including printers,personal computers, local area networks, category-5 wiring, category-3 wiring, layer-3 data switches, and telecommunicationsequipment.
  

• Ability to stay abreast of current news, systems information, problems, changes and updates relevant to KHS user community.
• Learns to operate personal computers and peripheral devices such as printers and scanners.
• Rotate tape backups for filing and storage.
• Maintains and distributes documentation of information systems procedures for

users.

• Responds to help-desk calls in a prompt and courteous manner; prioritizes multiple help-desk calls and requests for service; troubleshoots and identifies problem in a timely manner to achieve customer satisfaction; resolves basic problems; and provides follow-up with users to ensure problem resolution.
• Assists in providing hardware support to end users on peripheral and network devices including minor repairs, configuration and/or replacement of defective hardware
• Learns to identify and resolve system hardware problems with the assistance of

hardware vendors as necessary.

• May act as liaison between help-desk personnel and department users.
• Dependent upon assignment, may be required to learn to maintain network integrity including modification of system user accounts and passwords, managing network print servers.

Employment Standards

Two (2) years of college education in a related field two (2) years of paid computer support experience.

Proficiency must be demonstrated with desktop and peripheral installation, troubleshooting, and support.

8-2008; 6/2009