Help Desk Analyst II

Thank you for your interest in careers at EBNHC!

Everywhere you turn, you can feel it.  There’s an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country.  From the nurses and physicians on the front line of patient care, to the managers who shape our policies, to the customer service representatives who keep our facilities running smoothly – everyone here has a role in making medicine better.

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Time Type:

Full time

Department:

IT

All Locations:

East Boston

Description:

We are looking for a customer service oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. You will be considered the IT Departments front liner and you will solve basic technical problems and provide support for all users of the Health Center’s systems. The goal is to make sure that customer value is maintained to the standards set forth by the Health Center.

• Assists users with their problem by helping directly if possible.  Educate users on how to resolve problems in the future and walk customers through problem solving process
• Provide first level contact and convey resolutions to customer issues
• Track, route, and redirect problems to correct resources
• Follow up with customers, provide feedback and see problems through to resolution
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services
• Troubleshooting remote access problems
• Troubleshooting end user problems with RSA, Citrix and VPN technologies
• AD administration
• Resetting passwords
• Provide face to face service to users when required
• PC setup and Application install
• Log all issues to the Helpdesk ticketing system
• Assists in the protection and security of system data
• Maintains the back-up tapes rotation of tapes for the computer systems
• Assists in the testing of new/upgraded systems
• Participates in the test plan as appropriate for specific systems and applications
• Other duties as assigned

Skills:

• Working knowledge of help desk software, databases, and remote control

• Car required

• Excellent customer service skills

• At least one (1) year in computer operations/Helpdesk 

• Excellent verbal and written communication skills

• Proven organizational ability

• Demonstrated computer literacy skills and a willingness to learn new applications

• Knowledge of PC’s, Windows, Office applications

• Epic Helpdesk a Plus