Help Desk Analyst at Conway Medical Center – Conway, South Carolina

Position Title: Help Desk Analyst

Position Summary: The Help Desk Analyst (HDA) will ensure proper computer operation so that end users can accomplish business tasks, including receiving, prioritizing, documenting, and actively resolving end user help requests. Qualifications: Education:

• High School Diploma required.
• Associate degree in computer science preferred.

Experience

• A minimum of 2 years of specific experience with the installation/configuration/support of Microsoft Windows operating systems and troubleshooting PC hardware issues is required.
• Broad knowledge of PC hardware and peripherals and various software packages required.
• Computer experience in healthcare and information systems preferred.

Licensure/Certification/Registration

• Valid South Carolina Driver’s License in good standing required.
• A+, AAS certification preferred.

Duties & Responsibilities:

• Use diagnostic and help request tracking tools to help with problem resolution which may require that the individual give in-person, hands-on help at the desktop level.
• Field incoming help requests, record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Responsible for performing preventative maintenance, testing fixes, and developing help sheets.
• Provide exemplary customer service in all interactions.
• Effectively utilize strong organizational skills.
• Consistently display effective verbal and written communication skills.
• Proficient use of Microsoft Outlook, Word, Excel, and PowerPoint.
• Completes other duties as assigned by department leadership.