Help Desk Analyst

Hebrew SeniorLife employees set the highest standard in our commitment to redefine the experience of aging. With compassion, resilience, and determination, we make a difference in the lives of patients, residents, their families, and the broad senior care community every day. And they in ours as well. These life-changing connections give our work meaning and fuel our desire to advance our potential. To be all that we can be. At Hebrew SeniorLife, that’s uniquely possible. Because here we’re supported to always keep growing. And as we do, so does our collective impact.

Our benefits include:

• Excellent medical and dental benefits, available on your first day for positions over 24 hours/week
• A 403b retirement plan open to all employees, including per diems
• Generous paid time off
• On-site health and wellness programming
• Tuition reimbursement and scholarships
• An employee recognition program

Position Summary:

The Help Desk Analyst I will support users in the HSL community.  The position requires basic understanding of PC hardware/software, Networking, Wi-Fi, Telecom, Account Administration, and other systems. Will provide technical assistance to resolve issues related to computer hardware and software, and systems. The Analyst is the first point of contact for IT support.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Answer Help Desk calls from users; open service request tickets for all calls. Provide technical support to callers over the phone, visiting the callers, or by taking remote control of desktop.

• Assist with technical support issues on software, applications, PCs, printers, and Wi-Fi support.
• Assist with deploying equipment
• Reset passwords, create and terminate accounts.
• Escalate issues to tier two support or higher within or outside the organization as necessary
• Document the resolution process .
• Ensure that Help Desk ticket information is current, accurate and complete.

• Monitor help desk application for open tickets and follow up on open/past due tickets.

• Perform other related duties as required/directed by supervisor
• Report to Helpdesk Supervisor
• Adhere to and reinforce help desk policies on a day-to-day basis

WORKING CONDITIONS:

Good working conditions, some exposure to weather and travel elements

making conditions less desirable than usually found in an office .   Required to lift computer equipment up to 50 pounds. Local travel required.

KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED:

•  Must be proficient with Microsoft Windows and Office products.  

• Working knowledge of personal computer hardware and peripherals. 
• Must have excellent customer support skills. 

• Must have experience with networked desktop, laptop systems, various mobile IOS/Android devices and printers.   
• Must have excellent written and oral communication; customer services; and telephone skills. Must be able to interact with management, technical staff, and users. Must be an excellent team player.

Valid driver’s license required.  Must be willing to travel to several local HSL sites.