Help Desk Analyst

Department

Information Systems

Job Summary

Serves as the initial contact and resolution point for users of all Information Technology supported systems. Receives requests via phone, e-mail or in person and records issues into Help Desk Call Tracking System. Troubleshoots and evaluates utilizing policies and knowledge based articles to properly assign tickets for the resolution of all desktop hardware, software, printer, copier, fax machine and scanner issues via phone, remote desktop control tools or in person. Enforces and implements policies and procedures for user logons, access to servers, internet, and other necessary resources. Monitors all notification systems for information and escalates to appropriate personnel when necessary. Work is governed by broad instructions, objectives, and policies. Provide excellent customer service at all times understanding urgency and attention to details.

This position is 100% on-site (NOT remote).

Required Qualifications

• Require high school diploma or equivalent and a one year certificate from a college or technical school relevant to PC and software desktop support; OR a high school diploma or equivalent and two years relevant experience and/or training; OR equivalent combination of education and experience with Windows Operating Systems.
• Require current A+ certification or other industry recognized IT certification; OR three (3) to five (five) years of experience in a healthcare facility with knowledge of two (2) or more healthcare related applications; OR college degree in IT field.
• Require the ability to work any scheduled shift for 24/7 operations including Hurricane team assignment.

Preferred Qualifications

• Prefer demonstrated written and verbal communication skills.
• Prefer demonstrated customer service and interpersonal skills.
• Prefer demonstrated ability to exercise considerable initiative and independent analytical and evaluative judgment.

Employment Screening Requirements

As part of Sarasota Memorial Health Care System's commitment to keeping people safe, all individuals providing care to vulnerable populations are required to undergo background screening through The Florida Care Provider Background Screening Clearinghouse. https://info.flclearinghouse.com/