Technical Support Analyst I

Staff_02 Halifax Staffing Inc.; City of Albany (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Halifax Health is seeking a Variable (United States of America) Technical Support Analyst I for a third shift role (10:00 PM–6:30 AM). The position supports a broad range of desktop hardware, software, and network issues, including imaging PCs, hospital applications, and printer setups.

The role requires at least a high school diploma, IT fundamentals, and customer-service orientation. Certification and on-call duties are part of the job, with a focus on reliability and professional

Qualifications

• High School Diploma or GED required.
• MCP and MCDST certifications preferred; A+ certification required by hire date.
• Minimum one year experience in a technical support role.
• Knowledge of IT concepts and willingness to continue education.
• Clean driving record and ability to lift up to 50 pounds.
• Must be able to work third shift (10:00 PM–6:30 AM) and be on-call.

Responsibilities

• Resolve customer issues per SLA with a positive, professional, and efficient approach.
• Provide Service Desk support for First Call Resolution via phone and remote assistance.
• Perform deployment and field support tasks across the enterprise.
• Imaging and re-imaging PCs and laptops; install hospital applications.
• Promote information security policies and disaster recovery procedures.
• Install and troubleshoot hardware and software; support TCP/IP and Office apps.

Skills

Customer service

Team player

Communication

Hardware installation

Software installation

Windows troubleshooting

MS Office troubleshooting

Network troubleshooting

Call tracking software

On-call readiness

Education

High School diploma or GED

MCP Certification

MCDST Certification

AS/AA degree preferred

A+ certification required by hire date

Tools

Call tracking software

Job description

Job Overview

Variable (United States of America) Technical Support Analyst I *Third Shift Position: This role operates during overnight hours, from 10:00 PM to 6:30 AM*

Qualifications & Requirements

• High School Diploma or GED equivalent required.
• MCP Certification, MCDST Certification and Associate of Science/Arts Degree preferred.
• Minimum one year experience in a technical support role, A+ certification required at date of hire or must be obtained within three months of job acceptance.
• Must have knowledge of commonly used concepts, practices, and procedures within the information technology field, and be willing to continue education for professional growth.
• Must have a clean driving record.
• Must be able to lift equipment such as computers and printers weighing up to 50 pounds.
• Must be able to distinguish colors blue, red, green, purple, black, white, green, orange, and yellow.
• Must be willing and able to alter shift schedule as user support demands change. This may require evening or night shift work for various lengths of time.
• All Technical Support Analysts are required to take an on-call shift in a rotation.

Required Skills

• Strong Customer Service skills
• Strong team player skills
• Good oral and written communication skills
• Hardware installation, troubleshooting and repair
• Software installation and troubleshooting
• Entry level troubleshooting skills in MS Windows
• Entry level troubleshooting skills in MS Applications (Excel, Word, PowerPoint and Outlook)
• Entry level network troubleshooting preferred
• Entry level analytical skills to analyze a problem, test solutions, and implement working solutions
• Familiarity with call tracking software.
• Experience interacting with customers in the following capacities (phone, chat, email, person)
• Ability to manage multiple applications running at the same time
• On call requirements: quiet workplace, ergonomic chair and desk, high-speed internet service: 5 megabit download and 1 megabit upload from a reliable provider

Responsibilities

• Resolve customer issues in a positive, professional, efficient manner and in compliance with the HCHS Customer Service Level Agreement (SLA).
• Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance. Perform Service Desk duties as needed, clearly define user problems received via phone/e-mail/voice message, resetting/unlocking accounts, setting up printer profiles, setting up email profiles, hospital applications installation, troubleshooting TCP/IP issues, troubleshooting Office applications, troubleshooting hospital software, imaging and re-imaging PCs/laptops for deployment.
• Provide Field Support to users throughout the enterprise. Performing field duties as needed, including moving customer equipment, imaging, troubleshooting in IDF closets, troubleshooting network connections, troubleshooting mobile carts, networking computers and printers, changing laser printer rollers, setup of printers; out of box, setup of computers/laptops; out of box, setup of HP Jet Directs; out of box.
• Provide Deployment Support to users throughout the enterprise. Performing deployment duties as needed, including deploying equipment in 3 month cycles, imaging and re-imaging of PCs and laptops, moving customer equipment, installation of hospital applications.
• Provide information, technical assistance and education to users as warranted.
• Maintain, analyze, troubleshoot, and repair computer systems software and hardware devices and peripherals.
• Act as an integral member of the HCHS IT Disaster Recovery Team, following documented HCHS disaster recovery plans and procedures.
• Promote and adhere to departmental and organizational information security policies, standards and procedures.
• Perform other related duties incidental to the work described herein.

About the Team

We're glad you're here. As a cornerstone of our community, we need strong, compassionate and talented medical professionals just like you. Our team works together to ensure that families receive the highest-quality care in a pleasant setting where they feel valued.

Fraudulent website operators have been trying to direct applicant communication to WhatsApp or other encrypted messaging platforms (Telegram, Signal, etc.) - Halifax Health will only communicate by phone and from halifax.org email addresses.

About Halifax Health

Recognized as one of the 50 Top Cardiovascular Hospitals in the United States by IBM Watson Health, Halifax Health serves Volusia and Flagler counties, providing a continuum of health care services through a network of organizations including a tertiary hospital, two community hospitals, urgent care clinics, psychiatric services, a cancer treatment center with five outreach locations, the area’s largest hospice, a center for inpatient rehabilitation, outpatient rehabilitation clinics, primary care walk-in clinics, a clinic specializing in women’s health, a pediatric care community clinic, five pediatric medical practices, a home health care agency and an exclusive provider organization.

Halifax Health offers the area’s only Level II Trauma Center, Thrombectomy-Capable Stroke Center (TSC), Center for Transplant Services, Pediatric Intensive Care Unit, Child and Adolescent Behavioral Services, complete Neurosurgical Services, OB Emergency Department and Level III Neonatal Intensive Care Unit that cares for babies born earlier than 28 weeks.