Summary

Provide assistance to the organization wide computer users by answering problem calls through the help desk and resolving the calls either by telephone or personal visit to the site. If the problem is hardware related, repair or replace the equipment, or refer the problem to the appropriate resource.

Essential Functions

Call/Problem Resolution Management:

Respond to all incoming problem calls quickly. Helps develop and refine troubleshooting procedures to efficiently identify and resolve problems. Logs calls into call/problem management system in a timely manner. Performs problem identification, analysis and resolution on LAN, desktop systems, networking interfaces and software. Assigns service tickets to appropriate resource. Communicates problems and resolution to user department, IS staff and IS management using standard problem reporting and escalation procedure.

Ordering & Procuring Equipment:

Order and procure equipment for staff members and ensure we have a record. Help ensure all annual maintenance agreements are paid on time.

Customer Service:

Exhibit customer service behaviors to enhance relations between department and user community. Participates in skill development of other analysts. Continually develops personal, professional and technical skills. Apply a minimum of one health literacy method when communicating with patients/clients.

Teamwork

Communicate effectively and operate efficiently within a team environment. Able to establish priorities and manage multiple activities to meet team deadlines. Ability to work independently with minimal guidance as part of a team.

The preceding essential function statements are not intended to be an exhaustive list of tasks and functions for this position. Job descriptions provide a representative summary of the major duties and responsibilities performed by incumbents. Other tasks and functions may be assigned as needed to fulfill the mission of the organization.

QUALIFICATIONS/KNOWLEDGE/SKILLS/ABILITIES:

Requires excellent communication and customer skills.

Requires the ability to act as a liaison between users and HealthNet IS.

Requires thorough knowledge of enterprise systems and technology environments.

Requires the skills to analyze system problems and coordinate resources to resolve service interruptions.

Requires general knowledge of Microsoft OS and other products.

Requires the ability to multitask.

Requires the ability to manage time independently.

Requires travel between health centers. Valid driver’s license required.

EVALUATION OF PERFORMANCE:

The IS Help Desk Analyst will receive annual performance evaluations that rate job performance in accordance with HealthNet vision, mission, policies and procedures. The evaluations may include, but not be limited to, performance of many of the specific skills and abilities noted above. The Help Desk Support is expected to present an exemplary professional image; maintain a positive attitude toward work and HealthNet; display a willingness to accept and complete assigned job responsibilities and duties; demonstrate the ability to independently exercise judgment, supervise staff if applicable, and complete all phases of assigned tasks or projects; and serve as a positive role model for other HealthNet staff.

EQUAL EMPLOYMENT OPPORTUNITY:

HealthNet is an Equal Employment Opportunity Employer and employment decisions are made without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, or any other category protected by federal, state, or local law.