Description:
Agile Care Enterprises is seeking a IT Help Desk Analyst II to support the WRNMMC – IT Department, who will provide assistance to users through multiple channels (telephone, online tickets, in-person, and appointments) to resolve any technical issues that may arise, log, track, resolve and report support tickets in help desk solutions systems such as LANDesk Service Desk, Remedy, and/or ServiceNow, and integrate Help Desk support services with existing DHA enterprise help desk capabilities.
Job Responsibilities:
Answers question, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
- Resolves computer software and hardware problems for users.
- Acts as a contact for users having problems using computer software, hardware, and operating systems.
- Acts as the escalation path to resolve moderate to highly complex technical issues.
- Specializes in certain aspects of technologies to assist the customer base.
- Provides support for call overflow during peak time or reduced staff during peak hours.
- Serves as the first contact with customers who need technical assistance throughout WRNMMC.
- Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
- Provide quick resolution and excellent customer service per the establish SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support.
- Utilizes ServiceNow to manage ticket counts and respond to users.
- Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
- Obtains feedback and suggestions for workspace development.
- Establishes timelines and protocols for harder-to-solve problems.
- May be asked to staff the help desk or go to customer locations throughout the facility, to unblock CACS, and other duties as assigned.
- Responsible for maintaining an accurate and complete Government asset inventory.
- Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF.
- Completes orientation and competency verification programs in accordance with departmental guidelines.
- Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s).
- When assigned, will serve, and participate in functions and other meetings. Provide relevant and timely information and assist with decision-making and process improvement.
- Participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.
- Promote patient and staff safety through adherence to accepted safety and infection control standards.
- Maintain a clean, safe, orderly, working environment.
- Once provided with "hands-on" experience, demonstrate working knowledge, and use of computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed.
- Perform other duties as assigned to include temporary assignment to other work units as needed.
Qualifications
- Security + Certification and maintaining required as in compliance with the DOD
- Microsoft Operating System Windows 10 required as in compliance with the DOD
- Minimum 2 years’ experience in providing help desk support of networks, web applications, software, and hardware in a Windows environment
- Must have the ability to interact and work with a diverse customer base
- Must have the ability to communicate verbally in person and over the phone
- Call Center experience in an Enterprise environment a plus
- Supervisory experience is a plus