Service Desk Analyst
About the company:
Our client is the region’s health care leader focused on connecting Coloradans and Kansans to affordable, world-class care through their integrated network consisting of 17 hospitals, 2 Sr Living Communities, 150+ Physician Practices and Flight for Life Colorado. This position is located in the far south Denver Metro area.
-The Service Desk work unit is responsible for providing support to assist in the delivery of Information Technology services. This work unit provides Tier I and II support for operating systems, software, hardware, smartphones, printers and other IT equipment that enables associates to conduct their day-to-day activities
-Provides Service Desk support for our client and affiliates, specifically providing Tier 1 and some Tier II support for a wide range of service offerings, including applications, voice and desktop support.
-Effectively and efficiently resolves incoming Tier 1, and some Tier II support calls and manages escalation for Tier II & III support
-When necessary, diagnoses problems and resolves problems for desktop computer systems following defined procedures, processes and methods or as instructed by manager
-Analyzes, diagnoses and resolves problems associated with passwords, dial-up networking, wireless, VPN, hardwire connections, telecom, and access to business applications
-In some cases, determines that the problem must be referred to a network specialist or application administrator outside the work unit due to the nature of the problem
Minimum Education Requirements
-Associates Degree Information Systems, Computer Science or related field, years of related professional experience may be substituted on a year for year basis.
Minimum Experience Requirements
-1 -2 years’ experience supporting a service desk or supporting a business department, preferably within healthcare.
-Preferred: Candidates with Comp TIA A+ Certification
-This position provides Tier I and Tier II support for our client and Affiliates. Position provides support by analyzing, diagnosing and resolving software and hardware issues associated with desktop computers and mobile computing devices (laptops, network and local printers, PDAs). Resolving or escalating user problems associated with enterprise-level services and applications. Develops knowledge base documents relating to the specialty area to provide training and troubleshooting guidance to the IT support staff and organization.
• Determines method to troubleshoot and resolve hardware or software problems. Decides what components may be involved and how to test these components to isolate the cause of the incident.
• Decides what steps to take to resolve the incident that may include reinstalling software, changing settings, recreating profiles or escalating to a Tier II.
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178
Troubleshooting (Problem Solving)
Personal Digital Assistant