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Help Desk Analyst
Full Time, 8:30am-5pm, Monday-Friday
Sellersville, PA 18960

Responsibilities

The Help Desk Analyst provides information technology (IT)-related support to end users on a variety of issues, including support of software, hardware, security, network and assigned application. The Help Desk Analyst performs these functions while serving as the first point of contact for customers seeking technical assistance over the phone or email. The essential functions of the Help Desk Analyst are:

Essential Functions:
  • Triages and/or resolves technical support-related telephone calls, email and personnel requests.
  • Logs all calls into the service desk management system (Cherwell), and ensures all unresolved calls are forwarded to the appropriate personnel.
  • Monitors and responds quickly to incoming requests related to IT issues.
  • Performs remote troubleshooting through diagnostic techniques and pertinent questions.
  • Assists with onboarding of new users and modification to user account access.
  • Identifies and suggests possible improvements on procedures.

Schedule: Monday to Friday, 8:30am to 5:00pm
 

Qualifications

EDUCATION AND EXPERIENCE:
  • High school diploma/GED required.
  • 1 to 3 years of experience in information technology required.

SKILLS AND ABILITIES:
  • Familiarity with a variety of the IT field's concepts, practices and procedures.
  • Knowledge of current Microsoft Windows environment(s), as well as PC and network troubleshooting.
  • Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
  • Understanding and appreciation for information security within systems and user devices.
  • Interpersonal skills to work well in a team environment, including self-motivation and self-discipline.
  • Must have excellent telephone communication skills and the ability to interact successfully with end users.
  • Strong verbal and written communication and listening skills.

LICENSES AND CERTIFICATIONS:
  • Industry-recognized technology certification (i.e., Network+ or A+ ) a plus but not necessary.

BENEFITS:
  • Medical, free dental, vision insurance for full time and part time
  • 403B
  • Pension plan
  • On-site discounted child care center
  • Tuition reimbursement up to $5250 per year
  • Free life insurance
  • Free parking
  • Paid time off
  • Sick time
  • Flexible spending accounts
Grand View Health is an equal opportunity employer.
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