End User Support Analyst I

ECU Health; Kenansville (NC); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Great Benefits

Job summary

ECU Health Duplin Hospital in Kenansville, NC is seeking an IT Help Desk Technician to install, maintain and upgrade end-user hardware and software. The role requires monitoring ticket queues, meeting SLA, and providing both remote and on-site support.

Ideal candidates will have a high school diploma or higher, an introductory IT certification, and 1–3 years in a customer-service or helpdesk role. Excellent problem-solving and teamwork are essential.

Qualifications

• High School Diploma or higher required.
• Beginner IT certification (A+, Network+, Windows OS Fundamentals or equivalent) within 6 months of hire.
• 1–3 years in a customer-service or helpdesk role.
• Familiar with desktops, laptops, printers, scanners and tablets.
• Strong analytical and problem-solving abilities.
• Ability to work in a team-oriented, collaborative environment.
• Able to conduct research on computing issues as needed.

Responsibilities

• Install, maintain and upgrade end-user hardware, software and peripherals.
• Monitor ticket queue and uphold SLA for assigned tickets.
• Troubleshoot issues from simple to moderate complexity.
• Provide remote or on-device support as needed.
• Use knowledge base articles to resolve issues.
• Enforce security principles.
• Follow asset management policies to ensure accurate information.
• Participate in projects.
• Collaborate with IS team members and other teams.

Skills

Customer service experience

Analytical thinking

Team-oriented

Research computing issues

Education

High School Diploma or higher

A+/Network+/Windows OS Fundamentals or equivalent

Job description

Position Summary

• Installs, maintains and upgrades end user hardware, software and peripheral equipment.
• Monitors Ticket queue and maintains SLA compliance with assigned tickets.
• Troubleshoots issues from simple to moderate complexity.
• Provides support by utilizing remote tools or at the device if needed.
• Leverages internal or external knowledge base articles to resolve issues.
• Enforces Security principles.
• Follows Asset Management Policies and procedures to ensure accuracy of information at all times.
• Participates in projects as required.
• Collaborates with other IS team members and teams as needed.

Minimum Requirements

• High School Diploma (or higher)
• At least one beginner level certification is required, or must be obtained within 6 months of hire: A+, Network+, Windows OS Fundamentals or other agreed upon exam
• 1-3 years of general experience working in a customer service oriented role or helpdesk type role
• Knowledge of basic technology hardware, including desktops, laptops, printers, scanners and tablets
• Analytical and problem-solving abilities
• Ability to work in a team-oriented, collaborative environment
• Ability to conduct research into a wide range of computing issues as required

Pay Range

$25.92 - $37.78/hr

Other Information

• Onsite role (based out of Kenansville, NC)
• Monday - Friday, full-time, day shift:
• 8:00 a.m. - 5:00 p.m.
• Rotating on-call duties once every 6 weeks
• Great Benefits

ECU Health

About ECU Health Duplin Hospital

ECU Health Duplin Hospital is an 81-bed facility located in Kenansville, North Carolina. The 15-bed emergency department serves approximately 25,000 patients per year. In addition to providing general medical and surgical services, ECU Health Duplin Hospital offers chemotherapy and other cancer infusion interventions and has earned national designation as a Primary Stroke Center.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant¿s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.