Help Desk Analyst (Onsite Position)

Overview
As a member of the Riverside IS Help Desk team, the Help Desk Analyst I is responsible for the timely and professional execution of all tasks associated with providing excellent customer support relative to IT services, application, hardware, software, access, etc. in a Help Desk environment. The Analyst will assist and coordinate support across multiple Information Systems departments to include but not limited to IS Telecom, Network, Server, Email, Workday, and iCare teams.

What you will do

• Provide technical expertise on the telephone or in person for reported hardware or software problems

• Ensure that all phases of end user support are coordinated, monitored, logged, tracked, and resolved appropriately

• Create and maintain documentation such as Help Desk User Guides and Knowledgebase articles

• Assist and coordinate support across multiple Information Systems departments to include but not limited to IS Telecom, Network, Server, Email, Workday, and iCare teams

• Partner with Technical teams to troubleshoot issues with equipment and backup/safety systems in the Data Center

Qualifications

Education

• High School Diploma or GED, (Required)

• Associates Degree, Information Systems / Information Technology (Preferred)

Experience

• Recent relevant experience (i.e. helpdesk) (Preferred)

Skills and Abilities

• HDI Customer Service Representative or comparable Customer Service Certification is preferred

• Any certification (or more advanced certification) from the following list is preferred: CompTIA A+ CE, or CompTIA N+ CE, or CompTIA Security+ CE, Apple Certified Support Professional, Apple Certified IT Professional, Cisco Certified support Technician (CCST), Cisco Certified Network Associate (CCNA), CompTIA IT Fundamental, or Microsoft 365 Certified Fundamentals – Microsoft.

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.