JOB SUMMARY:
The Senior Service Desk Analyst will provide technical problem resolution to internal customers by evaluating technical problems and fixing the problem or forwarding complex problems to senior level staff. Will also assist in other IT department operations as needed. This position is responsible for supporting the mission, vision and values of Upstream Rehabilitation.
QUALIFICATIONS:
Associate’s Degree (Information Systems or related field)1-3 years in Service Desk role or equivalentWindows 7, Windows 10, Microsoft Office (2013, 2016,2019), VPNAbility to evaluate critical systems, prioritize work, and determine solutions.Strong decision and problem-solving skills, interpersonal and communication skills, both verbally and in writing, with the ability to interface successfully with various individuals internally and externally.The ability to handle multiple tasks simultaneously and see them through to their completion.Excellent organizational skills and prioritization skills to work efficiently to meet deadlines.The ability to handle sensitive, confidential matters and information adequately. Microsoft Office, Microsoft Windows (8, 10), Active DirectoryExperience in PC/Printer/Mobile device troubleshooting/repair.Experience in Broadband Internet– Cable/DSL/Fiber.Previous Corporate Help Desk Experience and PC trouble shooting.
JOB FUNCTIONS:
Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware.Monitor and respond quickly and effectively to requests received through the IT Service desk portal or escalated tickets from service desk analyst (tier 1).Ask questions to determine nature of problem.Train computer users with new hardware or software.Maintain daily performance of computer systems.Walk customer through problem-solving process.Install, modify, and repair computer hardware and software.Run diagnostic programs to resolve problems.Troubleshoot and resolve technical problems with wireless and other network equipment.Document internal procedures.Install computer peripherals for users.Maintain inventory of all equipment, software and software licensesFollow up with users to ensure issue has been resolved and gain feedback from users about computer usage.Manage PC setup and deployment for new employees using standard hardware, images and software.Assign users proper groups in Active Directory.Other duties as assigned
Fulltime positions include:
Annual paid Charity Day to give back to a cause meaningful to youMedical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance3-week Paid Time Off plus paid holidays401K + company match
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Upstream Rehabilitation is an Equal Opportunity Employer that strives to provide an inclusive work environment where our differences are celebrated for the value they bring to our communities, our patients and our teammates. Upstream Rehabilitation does not discriminate on the basis of race, color, national origin, religion, gender (including pregnancy), sexual orientation, age, disability, veteran status, or other status protected under applicable law.