Help Desk Analyst at Modis (Dallas, TX)

The IT Service Desk / Help Desk Analyst ( Tier 2) requires candidates to have a high level of customer service and a tech savvy nature, as well as the ability to communicate proficiently over the phone. Currently have 2 openings one in Denton, TX and the other in Addison, TX. 

MAIN DUTIES AND RESPONSIBILITIES (Essential Functions of the Position):

• Provide technical advice, guidance and informal training to Tier 1 Help Desk Analysts and customers

• Participate in the design and creation of Help Desk Standard Operating Procedures

• Travel to Branch Sites regularly to proactively identify and assist with support needs and projects

• Responsible for Incident Management process as a whole, throughout I.T.

• Troubleshoot and resolves Tier 2 level software and/or hardware technical issues by analyzing, identifying and diagnosing fault and symptoms using established processes and procedures

• Participate in the evaluation and implementation of new software and/or hardware technologies

• Liaise between Tier 1 Help Desk and other IT Departments to learn and document new and/or complex technologies

• Develop and performs training to Tier 1 Help Desk Analysts on new systems and processes

• Serve as backup to the Tier 1 IT Help Desk

• Receive requests for service via escalation from the Help Desk Analyst group

• Analyze complex software and hardware issues at the Tier 2 Help Desk level

• Document all cases in incident tracking software

• Train end users in the use of equipment and software

• Escalate tickets to appropriate support groups

• Follow up on open issues with escalation groups to provide feedback to customer

• Perform a quality assurance check on resolved tickets to ensure customer satisfaction

• Performs equipment installations, repairs, moves, and network hook-ups

• Performs collection and re-assignment of microcomputer equipment

• Creates and maintains standard operating procedures and documents

• Comply with applicable legal requirements, standards, policies and procedures including, but not limited to the Compliance Program: Code of Conduct, HIPAA and Documentation Standards.

• Provide a high level of customer service to our patients/clients and each other. Respect and values diversity.

QUALIFICATION GUIDELINES

EXPERIENCE/TRAINING/EDUCATION/CERTIFICATION:

• Associate or Bachelor degree preferred

• Five to seven years of progressive IT work experience.

• Three to five years of experience serving as a Customer Support Specialist or Help Desk Technician

• Proven ability to understand complex hardware and/or software technologies

• Sound knowledge and understanding of Enterprise level application support

• Must have experience providing end user technical support

• Hands-on experience working in Microsoft Windows and Office products

• Strong knowledge and understanding of networking

• Advanced computer hardware and peripherals skills

• Prior Healthcare industry experience working in acute or post-acute organizations is desired

This is a great opportunity with a large Insurance Organization in Dallas, TX. If you are interested, please click apply now!

by via developer jobs - Stack Overflow