Senior IT Help Desk Analyst job in Seattle, WA| Recruit Arrow
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Senior IT Help Desk Analyst
Location : Washington, Seattle
Refer job # HNEM339318
Job Responsibilities and Requirements: KEY RESPONSIBILITIES: Provide first and second level support, troubleshooting, and remote assistance for problems with computer systems, peripheral equipment, operating systems, web browsers, Epic EHR business and clinical applications, and network services. Help users solve their IT and EHR problems, and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications. Track, report, and escalate recurring problems. Serve as an escalation point within the Help Desk to assist in resolving support issues before escalating to the Supervisor or lead. Follow-up with customers and technical support staff on the status of resolution to ensure problems are resolved on a timely basis. Promptly notify the Desktop Support Supervisor of issues that require management attention and create an environment that is easy to do business with. Follow standard Help Desk operating procedures to provide technical support to physicians, administrators and other employees on technology incidents, problems and service requests. Help to identify needs and participate in creating standard procedures for undocumented or new processes. Create, update, or review documentation such as: IT notifications, diagrams, procedures, customer, internal support and technical. Validate documentation for accuracy and adherence to Polyclinic standards. Convey a strong sense of urgency related to problem solving and meeting customer needs. Understand business impact for each request and provide the highest level of support to all Polyclinic employees. Follow-up with customers in a timely and professional manner to ensure that support is provided to their satisfaction. Coordinate with management and business owners to work through more difficult issues. Coordinate and assist with project planning and implementation including new systems or application rollouts, inventory assessments and audits, compliance and security testing for software applications, and updating software guidelines and instructions as needed. Coordinate customer notifications of project and maintenance activities, and update documentation for user instructions and guidelines. Gather, organize, and analyze report data from multiple sources to identify patterns. Assist other Help Desk technicians in completing assigned project work according to deadline, or communicating workload to Supervisor. Document each issue and follow from entry to closure with same day communication back to end user. Use and maintain Help Desk ticketing system for logging, documenting, and communication of issue and resolution information. Monitor queues to ensure service level agreements are being met and provide assistance for resolution where necessary. Support and backup Supervisor and other IT services as needed and other duties as assigned. Requirements Education : College education preferred with formal/advanced training with computer applications and desktop technologies or equivalent work experience. Certification/Licensure: CompTIA A+, MCP, MCSE, ITIL Foundation; preferred Experience: Three to five years progressively responsible experience in Information Technology or supporting an Electronic Health Record system in a clinical setting. Previous Help Desk, Desktop Services, or Application Support experience at a senior or lead level strongly preferred. Experience supporting technology in a healthcare environment desired. Technical knowledge of PC/Mac systems, software application support and emerging technologies in these areas. Experience with Microsoft Office, Active Directory, Systems Center Configuration Manager, Remote Desktop, Epic EHR, Dragon medical, and Citrix XenApp and Netscaler preferred.
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