IT Help Desk Analyst

Central Oregon Radiology Associates; Bend (OR); Hybrid; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K Retirement

Paid Time Off

Sick Time Off

Job summary

Central Oregon Radiology Associates is seeking an IT Help Desk Analyst to be the first point of contact for technology and applications supporting our clinical and administrative teams in Bend. You will diagnose issues, triage requests, and provide courteous service to CORA users across multiple departments.

The role requires an associate degree in IT with 1 year of support experience; Microsoft-focused skills preferred.

Qualifications

• Associate degree in IT or related field with 1 year enterprise IT support.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide prompt and courteous support to internal and external CORA users.
• Answer, triage, and prioritize requests for assistance with technology and applications.
• Diagnose and resolve desktop, application, and device issues using available tools.
• Escalate to Tier II/III when needed and document resolutions in the ticketing system.
• Assist with PC and application deployment and support after-hours as part of on-call rotation.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Problem solving

On-site support

Education

Associate degree in information technology

CompTIA A+ or Network+ certification

Tools

Windows OS

Office productivity software

Help desk ticketing system

Job description

What's Important to You

The IT Help Desk Analyst serves as the first line of contact for all technologies and applications that support the operational mission of the organization. They work directly with internal and external CORA users to resolve Tier I technology and application issues. They are responsible for analytical and critical thinking skills to diagnose problems, identify root causes, evaluate potential solutions, and determine appropriate courses of action. Additionally, they are responsible for the initial triage and escalation of issues requiring involvement of Tier II and Tier III support. Interpersonal and customer service skills are essential in this role, as the analyst must effectively communicate technical information, gather relevant details, and ensure a positive support experience for all users.

Location

Bend River Mall

Hours

40 hours per week; 8 hours per day Monday-Friday (will participate in a call rotation which can include evenings and weekends)

Wages

Starting at $27.73 per hour; DOE, education and internal equity of current employees

Position Type

Full Time, non-exempt

Benefits

Medical, Dental, Vision, 401K Retirement, Paid Time Off, Sick Time Off

Essential Duties

This position requires regular, reliable attendance and requires a high level of attention to detail and accuracy, The consequences of even a minor mistake can be significant for both patients and providers.

• Provide prompt and courteous customer service to the internal and external clinician and administrative client base.
• Answer, evaluate, triage and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with supported technology and applications.
• Diagnose and resolve technical desktop, clinical application, and end user device issues using various support tools.
• Must have the ability to work cohesively as part of a team and follow standard help desk procedures.
• Identify and elevate situations requiring attention from Tiers II & III staff.
• Use the help desk ticket tracking system to document requests and resolutions.
• Stay current with system information, changes, and updates.
• Assists with PC and application deployment.
• Provide after-hours support as part of the on-call rotation.
• Must have current/active driver’s license and be insurable for driving through our company insurance carrier.
• Support information technology project-based work as needed.
• Must adhere to set schedule of Monday-Friday; 8:00AM – 5:00PM.
• Continuous/active communication with managers and co-workers.
• Primarily an on-site position; you must be able to report to designated office location. Occasional remote work may be permitted at supervisor discretion.
• Other duties as assigned.

Education And Experience

Required

• Minimum of an associate degree in information technology or related field with 1 year providing enterprise IT support, or equivalent education/experience.
• Demonstrated technical knowledge of computing hardware, operating systems, and office productivity software. With a preference towards Microsoft products.
• Strong technical problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.

Preferred

• More than two years working in support in an enterprise IT environment.
• CompTIA A+ or Network+ certification and/or higher technical education/training certificates.
• Healthcare experience is highly desired.
• Ability to communicate through written documentation of problem resolution.
• General understanding of networking and connectivity support.

CORA has a pre-employment drug testing requirement for all positions.

EEOC Statement

CORA is an equal opportunity employer, committed to providing employees with a work environment that is free of discrimination and harassment. Applications will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status. All employment decisions are based on business needs, job requirements and individual qualifications. Reasonable accommodation can and will be provided to any employee who needs accommodation to perform the essential functions of the job if the accommodation does not cause undue hardship.