IT Helpdesk Analyst

Radiology Associates of North Texas; Fort Worth (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Radiology Associates of North Texas is seeking an IT Help Desk specialist to provide Tier 1 and Tier 2 support for administrative and physician users, ensuring reliable operation of computer systems.

You will log and resolve incidents, troubleshoot hardware/software, deploy patches, maintain antivirus, manage AD accounts, and support end-user training and knowledge base articles to keep operations running smoothly.

Qualifications

• Associate degree or higher in IT or related field; equivalent work experience accepted.
• CompTIA A+ certification is a plus.
• ITIL or vendor certifications preferred but not required.

Responsibilities

• Provide end user IT support through ticketing system and log resolutions.
• Serve as first point of contact for hardware and software issues.
• Perform repairs and maintenance of hardware; install software and patches.
• Manage end-user device imaging and virus protection.
• Troubleshoot basic network connectivity and monitor services.
• Manage user accounts in Active Directory and password administration.
• Maintain IT knowledge base and user training documentation.
• Provide downtime communications.

Skills

End user support

Troubleshooting hardware

Software installation & updates

Multitasking

Customer focus

Team collaboration

Education

Associate degree

Bachelor’s degree or equivalent

CompTIA A+ certification (plus)

Tools

Active Directory

ITSM system

Antivirus management

Patch management

Job description

Career Opportunities with Radiology Associates of North Texas

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Summary:

Provide IT Tier 1 and Tier 2 Help Desk support for Radiology Associates of North Texas’ administrative and physician users to ensure the effective performance of computer information systems and workstations. Tier 1 support includes providing front-line contact for support requests, tracking and monitoring tickets to closure, solving basic or routine issues, and answering general questions about computer system functionality. Tier 2 support includes solving more advanced issues not requiring coding or engineering-level expertise, remote and on-site desktop support, and researching technical issues through healthcare partner help desks, vendor support, vendor websites, peer-to-peer interaction, and knowledge base searches.

Job Duties:

• o Provide end user support via the IT Service Management System by processing trouble ticket activity and work orders as required. Log all calls and resolutions and respond to all help desk calls in a timely manner.
• o Serve as the initial point of contact for troubleshooting hardware and software issues.
• o Provide direct support service, repairs and maintenance of computer hardware and peripheral equipment. Install new software releases, system upgrades, evaluate and install patches and resolve software related problems.
• o Manage and deploy computer baseline image for end users.
• o Maintain up-to-date virus protection on desktop and laptop computers.
• o Troubleshoot basic network connectivity issues, monitor network services and infrastructure, and respond to network emergencies.
• o Manage Microsoft Active Directory User and Computer accounts and password administration. Create and maintain network users, directories, and security by conforming to established guidelines.
• o Maintain end-user training documentation and Service Management knowledge base articles.
• o Provide downtime communications.

Qualifications:

Education:

Associate degree; bachelor’s degree in computer science or related field; and/or equivalent IT work experience. CompTIA A+ certification is a plus.

Experience:

ITIL foundation or other IT vendor certifications preferred but not required.

Skills/Knowledge:

Ability to work effectively based on management direction as well as to work as a strong team contributor. Ability to communicate effectively with customers, internal technology teams and end-users; proven experience installing software, security patches, and updates; ability to configure and deploy PC’s and peripheral devices; strong organizational skills; ability to learn quickly and efficiently as a team player with minimal supervision; ability to multitask based on priority; customer focused and detail oriented.