Help Desk Analyst

Upstate Medical University; City of Syracuse (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Upstate Medical University in Syracuse is seeking a first-level IT help desk professional to provide phone support across PC, networking, hospital information systems and MS Office.

The role requires a strong troubleshooting mindset, good interpersonal skills, and the ability to identify root causes and route issues to appropriate teams. Work hours are Monday to Friday, 9:00am–5:30pm, on-site in a fast-paced hospital IT environment.

Qualifications

• Associates degree and 2 years computer and/or customer service experience or equivalent combination of education and experience, plus strong interpersonal communication skills and strong working knowledge of Windows 10 and MS Office required.
• Strong interpersonal communication skills and customer service experience are essential for this role.
• Experience with PC support, networking, and clinical information systems is preferred.

Responsibilities

• Provide first level phone support for PC, networking, hospital information systems, administrative information systems and MS Office issues.
• Troubleshoot user problems, provide clear instructions, and document solutions.
• Identify root causes and dispatch additional support resources as needed.

Skills

Interpersonal communication

Customer service

Troubleshooting

Education

Associate degree

Tools

Windows 10

MS Office

Job description

Job Summary

This is a fast paced environment requiring advanced troubleshooting skill for first level phone support including but not limited to PC support, networking, hospital information systems, administrative information systems, decision support services and support Microsoft Office Suite. Troubleshoot and provide instruction for users on hardware/software problems and products. Identify problem source and dispatch additional support resources as required.

Minimum Qualifications

Associates degree and 2 years computer and/or customer service experience or equivalent combination of education and experience, plus strong interpersonal communication skills and strong working knowledge of Windows 10 and MS Office required.

Preferred Qualifications

MS Office, web browsers, e-mail systems, and networked computers/printers as well as familiarity with large networked environments, TCP/IP network protocol, Novell, and Active Directory preferred.

Work Days

Monday-Friday, 9:00am-5:30pm

Message To Applicants

Recruitment Office: Human Resources