Job: Help Desk Analyst II

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Jobing Description

SmartPractice is a family owned company consisting of a number of affiliate companies serving specific markets. For nearly 40 years, the SmartPractice family of companies has been a diversified organization providing practice management and patient communication solutions to clients throughout the healthcare community.

We are currently seeking a Help Desk Analyst II: Provide hardware and software support to SmartPractice employees, including desktop terminal and PC configurations running both custom developed and shrink-wrapped PC applications and Mac hardware and applications. Ensure all calls are logged with detail documentation and user follow-up is done at completion. Support network and data communications links to peripheral devices and remote users. Continually monitor critical system processes and respond with urgency to any errors. Develop and maintain documentation of all processes supported from the Help Desk.

Skills / Requirements

Essential functions of the job (in order of importance):
1. Act as the first line of assistance for user support requests. This requires effective qualification of the problem or request, good troubleshooting techniques, immediate resolution or delegation to the appropriate person, tracking the call through the Call Tracking System, and follow through with assigned IT staff and call originator.

2. Monitor critical business processes at the Help Desk and react/respond quickly to any errors. Responsible for early morning or end of day procedures (depending on shift).

3. Keep PCs, Macs terminals and printers running through effective initial configuration, maintenance, upgrades and repairs.

4. Communicate the best use of computer hardware and software to end-users, as well as the status of projects for upgrading or repairing their equipment and software. Further communicate with Users to provide training in an effort to reduce the number of calls to the Help Desk. Identify recurring problems so that measures can be taken to eliminate them.

5. Acquire an understanding of the use and analysis of core systems (Tesla, SFS) to facilitate problem resolution and recommend critical enhancements. Gain knowledge of all other current products and services provided by the department.

6. Perform software installations and upgrades, maintain user access accounts and assist on special projects upon request.

7. Provide user training for OS and communications software such as Google Apps, Rightfax, Phone System, VPN, etc.


Requirements:
Education: Some college or technical school or an equivalent combination of education, training and experience in hardware and software use and support.
Experiences (work or education): Basic understanding of software and hardware setup, troubleshooting, repairing and configuring PCs running Windows OS-multiple versions and Macs running multiple OS versions. Software analysis, Novell, UNIX, Google apps and /or data communications experience helpful.
Characteristics: Outgoing personality with a willingness to work with all levels of end users. Comfortable with software applications, quick learner, problem solver, resourceful, able to keep focused with minimum guidance. Self-starter. Can adjust to a flexible work schedule.
Skills Needed: Good oral and written communication skills, comfortable under pressure, good organizational skills. Outstanding customer service and troubleshooting skills. Working knowledge of Windows OS and Mac OS, systems analysis, software/hardware installation and configuration. Basic familiarity with TCP/IP and other networking protocols. Basic familiarity with relational databases and SQL queries. Novell and Zen Administration skills are a plus.