Help Desk Analyst

Compensation

: $59,900.00 - $94,240.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Help Desk Analyst

Department Description:Beth Israel Deaconess HospitalNeedham (BIDNeedham) is a licensed 58bed acute care hospital offering the same care as our direct affiliate Beth Israel Deaconess Medical Center (BIDMC) in your community.

This close affiliation with BIDMC, since 2000, has facilitated the clinical integration of staff and resources in emergency medicine, hospital medicine (hospitalists), cardiology, radiology, orthopaedics, general surgery, pathology and oncology. Physicians in Needham maintain very close relationships with the staff at BIDMC; so in cases where patients need to be transferred from Needham to Boston for more advanced care, there are systems in place to make that transition happen quickly.

Job Location:Needham, MA

Req ID:27676BR

Job Summary:Supports the IT Department by serving as the first point of contact answering and resolving basic end user issues. Completes end user requests for access, provides technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. User provisioning. Managing help desk ticketing system. Maintain daily performance of wireless devices.

Essential Responsibilities:

  • Acts as initial contact person for IT Help Desk inquiries.

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

  • Respond to queries either in person or over the phone.

  • Write training manuals.

  • Maintain daily performance of computer systems.

Required Qualifications:

  • High School diploma or GED required.

  • 0-1 years related work experience required.

  • Education beyond high school and/or two years of experience in administrative position, preferably healthcare.

  • Strong computer skills, with Microsoft Excel and Word required, plus MEDITECH experience preferred but not required.

  • Must be organized, have attention to detail, perform under deadlines, and be able to communicate clearly with various levels of staff.

  • Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Competencies:

  • Decision Making:Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

  • Problem Solving:Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

  • Independence of Action:Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

  • Written Communications:Ability to communicate clearly and effectively in written English with internal and external customers.

  • Oral Communications:Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

  • Knowledge:Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

  • Team Work:Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.

  • Customer Service:Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:

Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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