Job Description: Analyst, Help Desk

Classification: Non-Exempt

Job Code:

Salary Grade:

Date Approved: 7/2023

The Help Desk Analyst is responsible for providing technical support in the use and application of IT systems and processes to the staff of the Hospice program. The IT Help Desk provides two tier supports for the organization, Tier 1 – help desk support via phone, email and in person, and Tier 2 – onsite, field support.

• A.S. in Information Technology or related field or equivalent combination of education and experience.
• 2-3 years related experience and/or training.
• Basic knowledge of network systems management.
• Extensive knowledge in IT support/help desk.
• Experience with Microsoft Operating systems and GUI applications.
• Knowledge in the area of PC and application support, database systems and networking systems.
• Must have knowledge of Microsoft Office software.
• Must be able to read, write and understand the English and Spanish language.

• Ensure that IT applications and systems function and are used properly and securely.
• Provide technical support of systems and processes to achieve compliance with Hospice's standards for System Availability to ensure that stakeholders of Hospice have access to accurate and reliable systems and the information required to provide the highest level of end of life care.
• Provide technical support of systems and processes to achieve compliance with Hospice's standards for Help Desk Support to ensure that stakeholders of Catholic Hospice's have access to accurate and reliable systems and the information required to provide the highest level of end-of-life care.
• Participate in the determination of priorities for system developments, acquisitions, maintenance and operations to support completion of the IT plan and budget.
• Develop documentation of IT systems and processes to ensure effective and efficient operations.
• Perform day-to-day computer tasks, such as user maintenance and system backups, IT inventory, including the issuing and recovery of IT assets provided to staff, to ensure the protection of organizational assets.
• Performs deployments and installations, upgrades and repairs to hardware, software, and peripheral equipment, following Catholic Hospice policies, procedures, designs or installation specifications to provide accurate and reliable systems.
• Research technical concepts confer with users and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Receives and responds to telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, or operating systems.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Documents and maintains resolution log for future reference.
• Orients and educates Catholic Hospice Inc. employees including new hires to appropriate software programs.
• Provides one-on-one support to internal staff as required and makes recommendations if additional outside training may be required.
• Serves as a liaison between staff and the technology department to resolve issues.
• Handles, transports and set-up hardware equipment as dictated by the needs of the position and organization.
• Document activities carried out
• Assist in other activities and departments when requested.
• Participate in Continuous Quality Improvement activities to support the quality of Catholic Hospice services.
• Precept new staff to support professional relationships with newly hired team members as required.
• Promotes positive employee engagement, teamwork, mutual respect and safety work practices.
• Maintain required mandatory skill updates.
• Comply with all policies, local, state and federal laws and regulations.
• Perform other duties as assigned.

• May serve as an interim department leader depending on need

• Must be able to lift and/or move up to 50 pounds and push/pull up to 250+ pounds, walk, climb stair or ladders, stand on feet for extended periods of time, etc.

The job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.

CHS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

I have read this position description and fully understand the requirements set forth therein, and that my job performance evaluation will be based on this job description. I further understand that my employment is at-will and may be terminated at-will by myself or the facility.

Employee's Signature: _________________________ Date: _________________________

Supervisor's Signature: _________________________ Date: _________________________