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    Help Desk Analyst - Chicago, United States - Norwegian American Hospital

    Norwegian American Hospital
    Norwegian American Hospital Chicago, United States

    Found in: Lensa US 4 C2 - 4 days ago

    Default job background
    Full time
    Description

    Essential Duties and Responsibilities:

  • Provides highly technical escalation support to Help Desk Analyst
  • Manage SDP Help Desk ticket queue to ensure ticket resolution in the queue
  • Add devices to Wi-Fi network
  • Cisco phone configuration and set up
  • Cisco phone directory/phone set up/maintenance
  • Ascom phone setup/troubleshooting
  • Pager setup/troubleshooting
  • Patient phone setup and troubleshooting
  • Set up email on mobile devices
  • Create/disable accounts for NAH systems
  • Reset/unlock Meditech, Athena, and AD account passwords
  • Restore/unlock Meditech sessions for end user
  • Create Meditech printers
  • Create Meditech client sessions
  • Image, upgrade, and deployment of IT equipment
  • Purchase Requisitions-process purchase & capital equipment requests
  • Document all process & procedures
  • Maintains a high degree of customer service for all support queries
  • Takes ownership and proactively deals with user and customer issues
  • Logs all issues in the call logging/task tracking system with accuracy
  • Assists in proactively monitoring systems for space usage and processor capacity
  • Assign customer request/tickets in the Service Desk Plus queues to effectively assign and dispatch issues and requests to appropriate IT department
  • Supports customers in the basic use of systems and hardware, with the ability to effectively instruct customers via the phone, e-mail, or walk-ins
  • Assists in developing and maintaining downtime procedures and disaster recovery plans
  • Analyzes, diagnoses, and responds to inquiries to troubleshoot and resolves hardware and software issues; workstations, laptops, computer peripheral hardware, printers, wireless infrastructure

    • Requirements:

    One to three or more years of experience.

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