Helpdesk Support Analyst
Posting ID: JP-002662518
Our Healthcare partner is looking to add 6 TEKsystems' contractors to help build out a 24/7 team that can come in and help in an emergency type situation on their Helpdesk. Currently, this team has only 2 analysts, therefore, these new Analysts will serve as a 24/7 team that will handle calls and tickets for the heath system in order. This team will report to the helpdesk manager.
The top tickets types that these analysts will need experience in are password resets, creating new user accounts, printer connectivity, etc. Having a knowledge of a ticketing system is also highly regarded, but it doesn't have to be with a specific one as they will teach the "ServiceDesk Plus" system to the analysts upon arrival when they go through training for the first couple of weeks with Adrian and the 2 current FTE's. They'll also need a solid understanding of Catch and Release, meaning catch the ticket, document it, realize the level of the issue, either tend to it or escalate it and then call back out to the source whether its a clinician or other member of the health org who input the ticket.
They'll provide a desk and computer to the Analyst. The environment is about 5,000 End Users. Peak times are weekday mornings and remain steady in the afternoon from after lunch time until around 4pm. When calls/tix are not peaking, they are going to give the analysts other responsibilities such as Building out Knowledge base, build out manage engine modules (service desk tool), inventory analysis in the enviro., security tool monitoring, image finalizing.
- Previous Helpdesk Support experience.
- Experience in skills such as password resets, creating new user accounts, printer connectivity and customer service
- Experience with a ticketing system
This is a long term position with room to grow.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Recruiter: Jean Chambers
Phone: (410) 579-3072