IT Support Analyst I

HMS - Irving, TX (30+ days ago)3.1


We are seeking a talented individual for a IT Support Analyst I who provides technical support to end users including support for hardware, printing, eCenter, Track + applications and all users – employees, clients, providers and contractors.

Essential Responsibilities:
Provides Level 1 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs).
Logs all incidents reported via telephone, email or voice mail.
Attempts to troubleshoot and resolve all incidents reported to the Help Desk.
Distributes and dispatches incidents to the appropriate support groups as needed.
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
Conducts first level support using documented procedures and available system tools.
Coordinates and tracks all system level production down resolution as necessary per documented procedures.
Administers id’s, passwords and security rights for all internally developed web-based systems.
Provides support for remote users (VPN and other connectivity issues)
Documents processes and procedures as required.

Non-Essential Responsibilities:
Performs other functions as assigned

Qualifications :Knowledge, Skills and Abilities:
Ability to provide a high level of support with a customer first attitude.
Ability to apply a high sense of urgency to all tasks.
Ability to provide a high level of problem solving and technical troubleshooting skills.
Ability to work independently to meet objectives.
Ability to communicate technology into business terms with customers at all levels.
Ability to actively collaborate with vendors and other support teams for problem resolution.
Ability to analyze information and use logic and process to address work-related issues and problems.
Ability to provide careful attention to detail.
Ability to manage multiple initiatives.
Ability to meet deadlines.
Ability to multi-task and prioritize workload.
Ability to perform well in a team environment, with staff at all levels, to achieve business goals.
Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines.
Maintain and secure sensitive/confidential information.
Ability to work proficiently with Microsoft Word, and Excel.
Working knowledge of HIPAA privacy and Security rules.
Ability to work weekends and overnight hours as needed.

Work Conditions and Physical Demands:
Primarily sedentary work in a general office environment
Ability to communicate and exchange information
Ability to comprehend and interpret documents and data
Requires occasional standing, walking, lifting, and moving objects (up to 10 lbs.)
Requires manual dexterity to use computer, telephone and peripherals
May be required to work extended hours for special business needs
May be required to travel at least 10% of time based on business needs
Certifications: (Required/Desired)
A+ , N+, MCP, MCSE certifications preferred but not required

Minimum Education:
High School Diploma GED required – 2years\AA or +1 year experience required

Minimum Related Work Experience:
> 1 yrs Desktop/Helpdesk support experience,
1 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
> 1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
1yrs VPN experience
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Job Posting : Aug 7, 2018, 3:53:41 PM
Work Locations : USA-Texas-Irving