IT Support Analyst I

HMS - Irving, TX (30+ days ago)3.2

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


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