- Responds to user questions and inquiries via telephone, email, web and other communication methods.
- Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
- Meet or exceed statistical metrics regarding ticket and call quality, first call resolution, call handle time, and daily schedule adherence.
- Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software, enterprise system software, networking hardware and software, and telephone/PBX hardware and software; repair and upgrade different types of technology (software and hardware).
- Provides professional, courteous, prompt and accurate support and solutions to users.
- Hardware ordering and inventory tracking of IT supplies and equipment (e.g., cables and adapters, etc.).
- Ensure computer systems or programs are free of security vulnerabilities via systems patching to improve the usability or performance of the systems.
- Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
- Properly documents problem ticket into on-line Help Desk System, establishing priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures; follows up and communicates ticket information to users when appropriate.
- After hours on-call phone support for critical issues arising outside of normal business hours.
- Assists other IT technical staff in providing users feedbacks and user statistics.
- Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
- Works with IT staff to identify and suggest possible improvements on internal processes.
- Assists with desktop and laptop imagining and installation, as needed.
- Follows help desk and departmental guidelines and operating procedures.
- Documents systems.
- Performs other related duties as assigned or required.
- Maintains regular and predictable attendance.
- Required: Associate's Degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience.
- At least one (1) year of increasingly responsible experience performing help desk/ IT operations functions.
- Good knowledge of principles and operations of computer systems and related peripheral equipment.
- Proficiency with operating systems, including Windows, Apple OS X, Apple iOS, and Android.
- Comfortable terminating Cat 5 Ethernet cabling.
- Basic Understanding of IT Security Concepts
- Ability to analyze and troubleshoot user's problems via the telephone.
- Good organizational skills with attention to detail and the ability to plan, implement and manage projects simultaneous within inflexible time frames, as well as the ability to deal with priority changes.
- Ability to maintain knowledge of current technology and able to learn new technology.
- Ability to communicate professionally, accurately and effectively in both verbal and written, as well as on the telephone.
- Ability to convey technical procedures and directions in layman's terms.
- Must be self-motivated and have the ability to work within the established policies, procedures, and practices prescribed by the organization.
- Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g. Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.
- Possess advanced knowledge and understanding of networking and personal computer hardware.
- English sufficient to provide and receive instructions/directions.
- Must be a highly motivated self-starter.
- Must be able to multi-task in a professional, fast-paced environment.
- Must be highly professional in appearance, tone and delivery, and an effective communicator.
- Must be an exceptional listener, with the proven ability to problem-solve issues discussed.
- The ability to work independently and in a group setting, high integrity, reasonable and thoughtful judgment, a sense of urgency and analytical and intuitive skills.
- Must have good eyesight and ability to focus on a computer screen for 8 hours per day.
- Must be able to tolerate sitting, standing, and walking, intermittent hours per day.
- Occasionally walks on uneven surfaces.
- Moderate physical effort (lift/carry up to 25 lbs.). Frequent standing/walking, lifting supplies/equipment, reaching, stopping, bending, kneeling, crouching, and crawling. Manual dexterity and mobility.
- Must have a valid driver's license and good driving record.
- Bachelor's degree in computer science
- Healthcare experience
- Occasional night or weekend work may be required.
- Ability to travel up to 35% of the time for on-site support and projects, including flying and driving rental cars.
- To accommodate travel, must be able to transport own suitcases and portable computer equipment estimated at 25 pounds.
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Description
Job Description
Job DescriptionDescription:QualDerm Partners, LLC ("QDP") provides professional management services to medical practices of physicians and other medical providers specializing in the care of patients with skin diseases and disorders.
PURPOSE:
Under general supervision, the IT Support Analyst provides initial technical support to the QDP office and remote computer users and performs a variety of basic and advanced technical help desk support duties. Position currently reports to the Manager, IT.
SERVICE ORIENTATION:
This position provides timely and effective hardware and software technical support to a variety of computer users company-wide via telephone, email, web and other methods.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
EDUCATION AND/OR EXPERIENCE REQUIREMENTS:
SKILLS AND QUALIFICATIONS:
PREFERRED:
ADDITIONAL NOTES:
WORK ENVIRONMENT:
The work of this position is performed in an environmentally controlled office environment. The position requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies and other members of the public on a regular basis. The work environment is subject to varying and unpredictable situations and many interruptions. Occasionally subjected to irregular hours and pressure due to multiple calls and inquiries.
