Help Desk Analyst - Chambersburg, United States - Global Data Consultants

Global Data Consultants Chambersburg, United States

2 weeks ago

Description

Overview

GDC IT Solutions is currently seeking Help Desk Analysts for 1st, 2nd and 3rd ShiftsThis role can be fully remote within the United States.

Position Overview
This position will be responsible for answering service desk calls in a fast-paced environment while addressing caller issues and escalating calls to appropriate personnel.

Responsibilities

Provides prompt and courteous service to all users; both Phone, Voice-mail and Self-Submit Incidents.
Thoroughly and accurately documents all service calls within the prescribed call tracking mechanism.
Ensures that documented service and operating level agreements/metrics are met.
Updates and complete service requests.
Provides technical support including software install, repair, resets, etc. - Not just info gathering but our SD Staff is considered to be more of 1st and 2nd level support without being tiered.
Supports

Office365
Microsoft MECM for installs/repairs
Citrix
Microsoft Multi-Factor Authentication
Windows 10
Apple IOS (iPads & iPhones)
Android o/s
Dell Laptops & Desktops
Printers & Multi-Factor Devices including queues
Workstation On Wheels
Browser Support (Edge Chrome & Firefox)
Cisco AnyConnect VPN
Handheld Scanners/Peripherals
Nuance Dragon Mics
Remote Work Setups (Laptops, Monitors, Docking Stations, as well as troubleshooting connectivity - wired/wireless)
Numerous Applications & EMR Support (Epic, etc.)

Minimum Qualifications

2-3+ years of Service Desk experience in a high-volume/highly structured environment with multiple forms of IT escalations (not just check with a group down the hall type scenario). Including paging processes.
1 year of experience with Citrix - session hangups, etc.
Ability to handle calls per day, as well as self-submit incidents.
Experience troubleshooting hardware - desktops, laptops, connectivity
Experience with O365 full suite and mobile device management, including Multi-Factor Authentication (preferably Microsoft's MFA)
Software Management System Experience pushing installs or repairs (Altiris or MECM preferred)
Ability to thrive in a fast-paced environment and have a sense of urgency.
High-level of detail, especially with incident creation, etc. - "thinking on their feet" with probing questions so that group escalated to understands what the issue is, has an example, etc.
Remote Access Support of VPN, Citrix, Home Wireless connectivity, etc.
Ability to work overtime as needed.

Preferred Experience

Healthcare experience/EHR experience (preferably Epic)

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

Cutting Edge Technology and Innovation
Career Growth Opportunities
Employee-Centric Environment
Comprehensive Benefits Package
Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

Visit our Career Center for the latest employment opportunities.

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