Help Desk Analyst II: Day-Shift Tech Support

Willis Knighton Health; Louisiana; On-site; USD 42,000 - 54,000; Full time

Job summary

WK Medical Center in Shreveport, LA is seeking a Help Desk Analyst II to provide first-level hardware and software support, including password resets, via phone, email, or self-service tickets.

The role emphasizes Five-Star customer service, prompt issue acknowledgment, and escalation when needed. Candidates should be customer-focused, proactive, and capable of documenting resolutions in the ticketing system.

Qualifications

• High school diploma or equivalent.
• Excellent customer service skills.
• Strong problem-solving skills.
• Ability to work effectively as a team.
• Proficient in Microsoft applications, including Word, Excel, and PowerPoint.

Responsibilities

• Provides first-level hardware and software technical support, including password resets, in a professional and timely manner while ensuring Five-Star Customer Service for Willis Knighton Health and external customers seeking assistance through phone calls, emails, or self-service tickets.
• Provides effective Five-Star Customer Service by being polite, courteous, and friendly toward all customers at all times.
• Acknowledges customers promptly, determines their needs, and helps resolve their issues or requests.
• Participates in departmental programs that promote and deliver exceptional customer service.
• Provides customers with assistance in understanding and making appropriate use of software tools, applications, and equipment, including but not limited to Meditech Expanse, Microsoft Office Suite, and Galactica, to support end-user and customer requests.
• Answers customer questions and concerns regarding system operations and responds proactively by assessing the scope of the problem and escalating the issue to next-level support when necessary.
• Determines the appropriate higher-tier or second-level support group when First Call Resolution does not occur.
• Adheres to all established Help Desk policies, procedures, and guidelines for processing, escalating, notifying, and closing customer calls.
• Fully documents all associated resolutions and actions taken in the ticketing software system, including the incident description, customer information, hardware used, troubleshooting methods performed, and actions taken through final resolution. Communicates resolution or escalation information to the customer.
• Manages Support Teams Service Desk queues to ensure customer SLAs are met.
• Follows up with internal and external support technicians, analysts, programmers, and other resources for ticket status updates.
• Facilitates knowledge sharing by creating Knowledge Base articles for Information Management support teams to use in resolving recurring issues.
• Serves as a liaison between the Information Management Department and all customers.
• Performs other duties and special projects as assigned.

Skills

Excellent customer service skills

Strong problem-solving skills

Ability to work effectively as a team

Proficient in Microsoft applications

Education

High school diploma or equivalent

Tools

Meditech Expanse

Microsoft Office Suite

Galactica

Job description

WK Medical Center in Shreveport, LA is seeking a Help Desk Analyst II to provide first-level hardware and software support, including password resets, via phone, email, or self-service tickets.

The role emphasizes Five-Star customer service, prompt issue acknowledgment, and escalation when needed. Candidates should be customer-focused, proactive, and capable of documenting resolutions in the ticketing system.