HELPDESK ANALYST II Job Details Level Experienced Job Location 2006 Madison Avenue Business Office - New York, NY Position Type Full Time Education Level 4 Year Degree Salary Range $55,000.00 - $60,000.00 Salary Travel Percentage Negligible Job Shift Day Job Category Information Technology Description SUMMARY: The focus of this position is on support of the Institute for Family Health technology, working in a traditional Helpdesk capacity. This position requires that the candidate have the ability to identify, research, and document the problem described by the end user. Excellent customer service and listening skills are critical for success. RESPONSIBILITIES: + Computer support entails all end user hardware and non-medical software, configuration, troubleshooting, connectivity, installations and upgrades. Works independently and assists other Helpdesk staff members when needed. + Provides assistance to other IT support groups including IT Technicians, Network and Server Engineers. + Answers telephone in an appropriate, professional manner and attempt to resolve problems in a reasonable time frame or escalate appropriately. + Monitor ManageEngine Service Desk for new service requests and action according to established procedure(s). + Support and cross-train other Helpdesk personnel. + Provides rotational after hours oncall support. + Continual enhancement to Helpdesk business processes to improve upon inefficiencies. + Monitors sites and network availability during business hours. + Contact vendors in pursuit of resolving issues or fulfilling requests. + Activate and verify Helpdesk phone lines are switched to the on-call’s cell phone for after hour support. + Set up, image, and configure computers, laptops, printers and peripherals. + Installs/upgrades approved desktop software and Operating Systems. + Management and configuration of Epic network printing and scanning + Assist with asset management and maintenance of inventory. + Provide a thorough record in ManageEngine Service Desk of issues handled including all troubleshooting steps and final resolution. + Keep users informed regarding service request status. + Advises management of hardware failure patterns or consistent problems or issues. + Reviews the IT Knowledgebase and suggests additional documents or changes. + Provide training to users as needed. + Maintains client/employee confidentiality in the management of information. + Ability to cover 12:00 PM to 8:00 PM shift remotely on occasion. + Ability to provide off-hour and/or weekend support for special projects on occasion. + Other duties as assigned. Qualifications + Associates degree in a related field of study. (Extensive experience may be considered in lieu of required education.) required + Bachelor's degree in a related field of preferred + 1 year of experience working in an enterprise level helpdesk environment required + Advanced understanding of Microsoft operating systems, Active Directory, navigation through interfaces, and able to perform administrative functions required + Experience in assisting users with Microsoft Office applications required + Experience with using a Helpdesk ticketing system required + Able to manipulate user accounts and reset passwords in Active Directory required + Proven experience supporting applications required + Network troubleshooting required + Certification in related subject matter (experience may be considered in lieu of certification.) required + Network+ certification or other technology certifications preferred + Bilingual Spanish preferred + Answer telephone calls and correspondence in a courteous and timely manner ensuring superior customer satisfaction. + Manage and prioritize incoming Helpdesk calls. + Able to remain calm in a high stress, high volume call situation. + Experience in a call center or similar environment. + Serve as the first point of contact for customers seeking technical assistance, in person, over the phone or through email. + Hardware support of workstations and laptops. Equal Employment Opportunity/Affirmative Action: The Institute for Family Health is an Equal Employment Opportunity Employer. This job summary is intended to be brief and may not list all the duties and functions required, however, it does highlight the essential requirements. Nothing outlined in this job summary is to be construed as an express or implied contract of employment. Please visit www.Institute.org for more information.