IT HelpDesk Analyst

Secur-Serv; New Brunswick (NJ); On-site; USD 48,000 - 70,000; Full time

Job summary

Secur-Serv is a leading MSP delivering IT, print, and hardware services with a security focus, serving healthcare and other industries nationwide. The Help Desk Analyst role supports physicians, residents, and nurses in Paragon and Athena EMR systems, providing prompt clinical tech assistance.

Responsibilities include remote and on-site desk support, server monitoring, software upgrades, and security controls.

Qualifications

• Minimum of 3 yrs 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, especially with interval client computing platforms and network connectivity.
• Basic understanding of laws and regulations regarding the EEOC and ADA.
• COVID-19 Vaccination: Must have proof of vaccination and booster when eligible.
• Physical Demands: Prolonged periods on a computer; lift up to 15 pounds.

Responsibilities

• Provide helpdesk phone support and remote support for end-users.
• Provide desktop support (hardware & software) for end users on-site.
• Monitor servers and escalate incidents to on-call analysts for clinical application issues.
• Perform software installation and upgrades as needed.
• Use manual and automated tools to monitor and maintain computing environments.
• Assist in backup and restoration processes and procedures.
• Assist in design, deployment, and maintenance of security controls for the helpdesk.
• Ensure client processes and procedures are followed.
• Ensure proper use of client equipment and sensitive information.

Skills

Interpersonal skills

Customer service

Deescalation

Leadership

White glove support

Communication

Education

CompTIA A+ Certification

Tools

Ticketing system

MS Office

Outlook

Job description

Secur-Serv is a leading managed services provider of IT, print, and hardware services, with a security focus at the core of every service. Secur-Serv provides nationwide, on-site service to businesses of every size, focusing on the financial, manufacturing, transportation, and healthcare industries.

Why Secur-Serv?

Join Secur-Serv because we are committed to professional and personal growth, working with employees to develop a defined career path and helping them achieve their career goals with internal and external training and tuition reimbursement. We empower our employees to innovate and be a part of solutions that improve processes, systems, and transformation. We recognize and provide an environment where each and every employee can make an impact..

• We have a generous benefits package for our full-time employees, which includes a copay medical plan option, HSA medical plans with employer contributions to your HSA Account, dental, vision, company-paid life insurance, and company-paid short- and long-term disability coverage.
• Plan for your future with Secur-Serv’s 401K savings plan with a generous company match. You are vested on your first day of eligibility in the plan.
• Explore new training opportunities throughour LinkedIn Learning platform and partners to develop your skills and career.
• Free wellness and mental health resourcesvia ourEmployee Assistance Program (EAP) available which is all employees for help with life's stresses and up to three visits with a professional.

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
• CompTIAA+ 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 toprovide practical solutions to complex problems in an independent work environment
• 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)
• Physical Demands:
  • Prolonged periods working on a computer
  • Must be able to lift and or move up to 15 pounds

PREFFERED SKILLS/EXPERIENCE

• Management experience

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our People Department by emailing [e-mail] or calling 402.697.3039.

EEO is the law. To review your rights under Equal Employment Opportunity please visit:www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.