"Alerted.org

Overview

All employees are expected to uphold the company’s high values and impeccable reputation within the medical community. One must demonstrate the company’s philosophy and values which are TLCS= Timeliness, Look Good, Customer Service, & Safety.

Job Summary:

The position will be responsible for service delivery and involved in the collaboration across organizational units. The Help Desk Analyst is a member of the Information Technology (IT) Team reporting to the Manager of Information Technology. The candidate of choice will be part of an agile IT group focused on collaboration with peer teams and stakeholders at any level to deliver technology designed to meet critical business requirements.

Expectation of the Position:

Supports the guiding principles & vision by exhibiting the following behavior with employees and providers:

+ Excellence & Competence

+ Communication

+ Accountability

+ Responsiveness

+ Ownership

Responsibilities

Essential Duties & Responsibilities:

+ Provides a high quality of Help Desk (end user) support and care, in a timely, friendly, and courteous manner, to all employees at all business provided and/or approved work locations

+ Is a regular participant in the IT On-Call Procedure, providing after-hours assistance on as need basis – both as the designated on-call resource (OCR) and as an available resource to IT OCR

+ Participates in and seamlessly supports critical business activities to include but not limited to The Chicago Marathon; on-premises guest events; training activities; meetings; presentations, etc.

+ Configures, provisions, and maintains all business provided applications, hardware, and online solutions

+ Provides consultation and support for all authorized applications and online services

+ Triages, identifies, and resolves issues impacting the use of business provided software and hardware solutions

+ Responsible for the preparation and seamless integration of new business technologies into existing suite of services

+ Provides training to end user staff and peers on as needed basis for all business provided resources, hardware, applications, and services

+ Is available to receive after-hours emergency support requests and calls, as directed to them

+ Manages and adjusts their schedule to align with maintenance activities relating to assigned work and projects

+ Plans and coordinates visits to regional corporate offices, remote stations, and other approved facilities to assist with IT product related issues

+ Assists as in the coordination and execution of approved IT maintenance activities

+ Maintains (KACE) service tickets, related documentation, and service tools

+ Provides expert assistance to peer/core teams

+ Maintains and updates industry related skills; participates in career development plan Other duties as identified and assigned

Qualifications

Qualifications / Prerequisites:

College degree with background in Information Technology or three years of IT Help Desk experience preferred.

Interpersonal Skillsets:

+ Professionalism: Is always respectful, grounded, always d isplaying a courteous, polite, approachable professional attitude with customers, vendors, and teammates alike

+ Customer Service : Understands our customers' needs and delivers for them

+ Teamwork: Fosters teamwork and is a great member of the team, does not offend internal or external customer base

+ Communication: Fosters an approachable style with a calm, engaging communication

+ Ethics: Exhibits unquestionable integrity

+ Good Decisions: Makes sound, smart decisions and welcomes input from others

+ Quality: Produces a high-quality work product

+ Efficiency: Executes with a sense of urgency and timeliness while maintaining accuracy

Physical Demands:

While performing the duties of the job, the employee is consistently required to sit; use hands, fingers, handle, feel; and talk, hear & see. The employee is frequently required to bend, squat, crawl, climb, kneel, push, pull, stand, and walk. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include ability to adjust focus. The employee is occasionally required to work under high pressure in a fast-paced environment with employees in 3 states in multiple locations. Lifting requirements of a minimum of 50 lbs.

Work Environment:

While performing the duties of the job, the employee is regularly in verbal contact with others and constantly works face-to-face with and around others. Consistently uses office equipment such as computers, typewriters, copy machine, fax machine, telephone, keyboard, calculator, stapler, etc.

Salary Range

USD $19.00 - USD $21.00 /Yr. rates offered based on years of experience