Help Desk Analyst

Lightways Hospice and Serious Illness Care; Joliet (IL); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k) matching

Health Insurance

Dental Insurance

Vision Insurance

Pet Insurance

Personal Time Off

Holiday Paid

Job summary

Lightways Hospice and Serious Illness Care is seeking a Help Desk Analyst to provide quality IT support for Windows-based software and PC hardware. The role includes documentation, training support, and equipment setup for new staff.

The position requires an Associate Degree in IT or 5+ years of IT experience, familiarity with HIPAA, Active Directory, and EMR systems. Work four days in office and one remote day per week with weekend/holiday on-call rotations.

Qualifications

• Associates degree in IT or 5+ years of hands-on IT experience.
• Familiar with project management systems and HIPAA requirements.
• Experience with Windows security and EMR systems.

Responsibilities

• Respond to calls and emails; identify and resolve technical problems.
• Document issues and solutions for knowledge base and training.
• Set up new employee equipment (PCs, desk phones, mobile devices).
• Lead help desk operations when needed and steer ticketing workflows.
• Maintain IT assets, purchases, and vendor coordination.
• On-call rotation including weekends and holidays.

Skills

Verbal communication

Written communication

Problem solving

On-call rotation

Education

Associate Degree in Information Technology

5 years IT experience or certifications (CCNA, MCSA, A+, Network+)

HIPAA awareness

Tools

Active Directory

MatrixCare EMR

SysAid Ticketing System

Windows Server

Firewalls

Mobile Device Management

Job description

Founded in 1982 as Joliet Area Community Hospice, Lightways Hospice and Serious Illness Care is an independent, nonprofit healthcare provider licensed in 11 counties in Illinois. We provide exceptional serious illness care, hospice care and grief support for adults and children.

The majority of our direct patient care is in the field with Lightways team members providing care in the home, nursing facility or assisted living facility. We also have a 24-bed inpatient unit in Joliet. Non-clinical staff are based out of our Joliet administrative offices.

The Help Desk Analyst provides quality support responding to telephone calls and e-mails and then identifying, researching, and resolving technical problems with Microsoft Windows related software and PC Hardware. Help Desk Analyst has a strong understanding of desktop operating systems as well as networking, Windows servers, and Firewalls. Solid analytical and critical thinking skills are also essential. This role will also document problems, conversations, and solutions to create a log and knowledge base that can be referenced by other technicians and for training purposes. This role will also be involved with setting up new employee equipment, ex. computers, desk phones, and mobile devices. This position works four (4) days a week in the office with one (1) remote day per week.

Must have ability to do on-call rotation which includes weekends and holidays.

Responsibilities:

• Controls and administers hardware and operating software configurations.
• Ability and confidence to lead, make decisions independently and guide helpdesk operations when needed.
• Assists in the day-to-day operation of computer support, training/new-hire training, and special projects.
• Monitors devices for proper operation, performance, diagnose hardware and software failures.
• Organizes hardware repairs with the appropriate vendors.
• Manages and tracks all IT assets.
• Manages and tracks all Terminations.
• Manages shipments and deliveries of IT equipment.Works with manufactures/vendors to resolve issues covered under warranty.
• Manages purchase orders and procurement of IT equipment.
• Makes, adds, deletes, and modifies changes to Service Desk application tool.
• Adds, maintains and document user for all services, including Active Directory and EMR (MatrixCare).
• Escalates problems to appropriate staff resources based on established guidelines and procedures.

Education/Experience:

• Associates Degree in Information Technology or 5 years of hands-on IT experience. OR a combination of technology certifications such as CCNA, MCSA, A+, Network+, or similar.
• Familiar with project management systems
• Understanding of HIPAA rules and responsibilities
• Knowledge of Windows-based security
• Knowledge of Mobile Device Management
• Knowledge of SysAid Ticketing System.
• Knowledge of Apple Products.
• Strong verbal and written communication skills
• Must be able to lift up to 50 pounds

Benefits:

• 401(k) matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Pet Insurance
• Personal Time Off
• Holiday Paid