Placement papers | Freshers Walkin | Jobs daily: Help Desk Analyst at Modis (Dallas, TX)


Search jobs and placement papers

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
 

No comments:

Post a Comment