Help Desk Analyst

Secur-Serv; New Brunswick (NJ); On-site; USD 33,000 - 37,000; Full time

Job summary

Secur-Serv is seeking a Help Desk Analyst to deliver clinical technical support for physicians, residents, and nurses in Paragon and Athena EMR Systems. The role is onsite in New Brunswick, NJ, with a standard 8:30am–5pm shift and a pay rate of $24–$27 per hour.

The position requires a minimum of 3 years of helpdesk experience, CompTIA A+ certification, and strong customer service and communication skills to support medical personnel and executives.

Qualifications

• Minimum of 3yrs helpdesk experience.
• CompTIA A+ Certification.
• Exceptional interpersonal and customer service skills including deescalating frustrated callers and providing white glove support to medical professionals or executives.
• Experience using a ticketing system.
• Proficient in MS Office & Outlook.
• Strong leadership skills.
• Ability to explain technical issues to non-technical people.
• Strong analytical and problem-solving skills.
• Familiarity with troubleshooting computer-related problems, especially with client computing platforms and network connectivity.
• Basic understanding of laws and regulations regarding EEOC and ADA.
• Ability to provide practical solutions to complex problems in an independent work environment.

Responsibilities

• Provide helpdesk phone support and remote support for end-users.
• Provide desktop support (hardware & software) for end users on-site
• Monitor servers and follow escalation procedures to on-call analysts for clinical application incidents, system alerts, and network & interface issues.
• Perform software installation and upgrades, as needed
• Utilize manual and automated processes/tools to monitor and maintain computing environments.
• Assist in supporting backup & restoration processes and procedures.
• Assist in the design, deployment, and maintenance of administrative, physical, and technical security controls as they relate to the helpdesk function/user communities.
• Ensure that all client process and procedures have been implemented, understood, and followed.
• Ensure proper use of client equipment and sensitive security information and reports

Skills

Helpdesk experience

Customer service

Leadership

Communication

Problem solving

Tech communication

Education

CompTIA A+ Certification

Tools

MS Office

Outlook

Ticketing system

Job description

*****NO C2C OR THIRD PARTY INQUIRIES*****

Help Desk Analyst

Location: Onsite New Brunswick, NJ

Shift: 8:30am - 5pm

Rate: $24 - $27/hr

• COVID-19 Vaccination: Must have proof of vaccination and must be fully vaccinated
• COVID-19 Booster Shot: Must have proof of booster shot (when eligible)

POSITION SUMMARY

The Help Desk Analyst position will provide clinical technical support for physicians, residents, and nurses in Paragon, (PCH, CCS, Emergency Department, and Operating Room Management, etc) and Athena EMR Systems.

ESSENTIAL RESPONSIBILITIES

• Provide helpdesk phone support and remote support for end-users.
• Provide desktop support (hardware & software) for end users on-site
• Monitor servers and follow escalation procedures to on-call analysts for clinical application incidents, system alerts, and network & interface issues.
• Perform software installation and upgrades, as needed
• Utilize manual and automated processes/tools to monitor and maintain computing environments.
• Assist in supporting backup & restoration processes and procedures.
• Assist in the design, deployment, and maintenance of administrative, physical, and technical security controls as they relate to the helpdesk function/user communities.
• Ensure that all client process and procedures have been implemented, understood, and followed.
• Ensure proper use of client equipment and sensitive security information and reports

REQUIREMENTS

• Minimum of 3yrs helpdesk experience
• CompTIA A+ Certification
• Exceptional interpersonal and customer service skills including deescalating frustrated callers and providing "white glove support" to medical professionals or executives
• Experience using a ticketing system
• Proficient in MS Office & Outlook
• Strong leadership skills
• Ability to explain technical issues to non-technical people
• Strong analytical and problem-solving skills with consistent conclusions
• Familiarity with troubleshooting computer-related problems, specially with interval client computing platforms and network connectivity
• Basic understanding of laws and regulations regarding the EEOC and ADA
• Ability to provide practical solutions to complex problems in an independent work environment