Help Desk Analyst I

Blanchard Valley Health System; Findlay (OH); On-site; USD 40,000 - 60,000; Full time

Job summary

Blanchard Valley Health System is seeking a Help Desk Analyst to provide technical support for PC equipment and software for the hospital and clinics. Responsibilities include troubleshooting, maintaining documentation, and managing assets. Candidates should have an Associate’s degree in computer science and 1+ years of customer support experience.

The position demands strong technical skills, communication abilities, and a valid Ohio driver's license. Preferred qualifications include A+ Certification and Microsoft Certified Desktop Support Technician Certification.

Qualifications

• 1+ years of customer support in a technical field.
• 1 to 3 years of technical support experience.
• Knowledge of software and operating system deployments utilizing automation.

Responsibilities

• Evaluate, install, configure, test, and repair user PC equipment and software problems.
• Provide first and second level PC support for the hospital and clinics.
• Maintain and update documentation and knowledge base articles.

Skills

Customer support in a technical field

Technical support

Scripting (PowerShell, VB Script)

Communication skills

Organization skills

Technical skills

Service-oriented interpersonal skills

Education

Associate’s degree in computer science or equivalent

Tools

PowerShell

WinBatch

Batch scripting

Job description

Job Purpose

The Help Desk Analyst evaluates, installs, configures, tests, and repairs user PC equipment and software problems. Provides first and second level PC support for the hospital and its related clinics. Documents all calls, recording problem descriptions, resolution tier, priority, and any other pertinent details, escalating to the proper group for resolution.

Job Duties & Responsibilities

• Maintain and update documentation and knowledge base articles.
• Interface with end users to resolve problems, determine best methods of solving issues, and troubleshoot.
• Prepare for and participate in meetings with supervisors and others to provide status updates, describe upcoming requirements, and outline areas of deficiencies.
• Maintain current technical knowledge to support rapidly changing technology; stay alert for new technologies and work with management and development to introduce them. Participate in technology forums and industry user groups.
• Utilize the change management process for all system changes.
• Communicate to management on the status of problems and recommend improvements to systems.
• Document, maintain, upgrade, or replace hardware and software systems.
• Maintain assets in asset management applications.

Required Qualifications

• Associate’s degree in computer science, technical/vocational training, or equivalent work experience.
• 1+ years of customer support in a technical field.
• 1 to 3 years of technical support experience.
• Scripting experience utilizing PowerShell, VB Script, WinBatch, or Batch.
• Ability to work independently as well as in a team environment.
• Availability to be on call.
• Well-developed communication, organization, and customer relations skills.
• Strong technical skills.
• Positive attitude and professional appearance.
• Ability to create and maintain operating system images.
• Knowledge of software and operating system deployments utilizing automation.
• Positive service-oriented interpersonal and communication skills.
• A valid driver's license is required. If you do not have a valid Ohio driver’s license, you must obtain one within 30 days of your residency in the state. You must also meet BVHS's company fleet policy, insurance, and any other requirements to operate a vehicle.

Preferred Qualifications

• A+ Certification.
• Microsoft Certified Desktop Support Technician Certification.

Physical Demands

Performing physical activities that require considerable use of arms and legs, moving the whole body, climbing, lifting, balancing, walking, stooping, and handling materials. Position requires lifting up to 50 lbs.