KHS
Help Desk Analyst II
KHS, Bakersfield, California, United States, 93399
We appreciate your interest in our organization and assure you that we are sincerely interested in your qualifications. A clear understanding of your background and work history will help us potentially place you in a position that meets your objectives and those of the organization. Qualified applicants are considered for positions without regard to race, color, religion, sex (including pregnancy, childbirth and breastfeeding, or any related medical conditions), national origin, ancestry, age, marital or veteran status, sexual orientation, gender identity, genetic information, gender expression, military status, or the presence of a non-job related medical condition or disability (mental or physical).
KHS reasonably expects to pay starting compensation for the position of Helpdesk Analyst II in the range of $26.73-34.70 hourly.
Our Mission.. Kern Health Systems is dedicated to improving the health status of our members through an integrated managed health care delivery system.
General Purpose:
The Help Desk Analyst II provides helpdesk support for hardware, software, telecommunications, and limited networking to Kern Health Systems employees. Responsible for the development and coordination of technical training for departments and the organization. This person provides mid-level support for incident/problem ticket resolution over the help desk, reviews outstanding and unresolved incident/problem tickets for follow up and provides status and updates to the incident/problem submitter. The incumbent ensures an easy transition of incident/problem tickets that require escalation to the Systems or Network Administrators. Maintains, coordinates, and installs software and hardware based on user requirements. The Help Desk is responsible for the administration of the organization's asset management system.
The Help Desk Analyst II provides Tier-2 level support for incident/problem ticket resolution and interacts with daily activities that require technical support at the end user's location. This position will provide mentorship to the Help Desk Analyst I or other KHS staff. The incumbent must be able to communicate both verbally and written in a concise and easily understandable manner. The position requires a solid understanding of the current Microsoft Windows operating system, Microsoft Office products, troubleshooting of layer one through four of the OSI model, general desktop applications support, document imaging, and computer hardware configurations. The Help Desk Analyst II must have experience in supporting problem resolution with network switches, data and voice wiring, personal computers, printers, scanners, copiers, and other typical office automation hardware.
Essential Duties and Responsibilities:
General
Be an organized individual that is willing to accept responsibility, demonstrate good judgment, initiative, and resourcefulness, and is able to adapt and learn quickly.Ensure regular communication with the Business, IT team, and Management of system or application outages. Track the progress or resolution of outages and establish good communication of repairs or corrective actions to the entities stated in a timely manner.Interact and learn from peers and senior roles in helpdesk, systems, and networking.Ability to stay abreast of current news, systems information, problems, changes and updates relevant to KHS user community.Work and communicate effectively with the various professionals throughout the organizationTechnical
Coordinates and setup activities for new hires and terminations, adds, moves, and changes.Ability to install and support approved local area network (LAN) and desktop based applications software with little or no assistance.Support the following: Microsoft Windows operating system; Microsoft Office professional software which includes Word, Access, Excel, and Power Point.Ability to troubleshoot computer hardware; including printers, personal computers, local area networks, category-5 wiring, category-3 wiring, layer-3 data switches, and telecommunications equipment.Assists in providing hardware support to end users on peripheral and network devices including minor repairs, configuration and/or replacement of defective hardware.Ability to identify and resolve system hardware problems with the assistance of hardware vendors as necessary.Dependent upon assignment, may be required to learn to maintain network integrity including modification of system user accounts and passwords, managing network print servers.Rotate tape backups for filing and storage.Ability to operate personal computers and peripheral devices such as printers and scanners.Administrator over the asset management system for all office automation equipment.Generate and review incident/problem reports for trends of anomalies and make recommendations for a course of corrective actions.Provide seamless transition of incidents/problems from the Help Desk to the Help Desk Analyst II, Network, Systems, and Technical Analysts, Development or Data Management support groups.Responds to helpdesk calls in a prompt and courteous manner,Ability to prioritize multiple help-desk calls and requests for service, troubleshoot and identify problems in a timely manner to achieve customer satisfaction, and resolves basic problems while providing constant feedback to users to ensure problem resolution.May act as liaison between help-desk personnel and department users.Ability to support remote users in multiple site locations.Training
Using analytical reasoning to understand the end user's requirements and transform the requirements into an operational application.Facilitate meetings or communications as an interface between business units, technology teams, and other support resources.Create and maintain a KHS training library. The training library should consist of online training courses and aids, training manuals and documents, and software training materials. This library should be kept up to date and continuously updated to reflect changing needs.Design, coordinate, and deliver training courses on computer-based software applications for employees.
Employment Standards
Associate degree in Information Systems from an accredited school or equivalent; and four (4) years of paid computer support experience. Education can be substituted with computer support work experience on a year for year basis.
Proficiency must be demonstrated with desktop and peripheral installation, troubleshooting, and support. A+ certification preferred. Possession of valid driver's license and proof of State required auto liability insurance; Required Travel Up to 5%
We are an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis.
KHS reasonably expects to pay starting compensation for the position of Helpdesk Analyst II in the range of $26.73-34.70 hourly.
Our Mission.. Kern Health Systems is dedicated to improving the health status of our members through an integrated managed health care delivery system.
General Purpose:
The Help Desk Analyst II provides helpdesk support for hardware, software, telecommunications, and limited networking to Kern Health Systems employees. Responsible for the development and coordination of technical training for departments and the organization. This person provides mid-level support for incident/problem ticket resolution over the help desk, reviews outstanding and unresolved incident/problem tickets for follow up and provides status and updates to the incident/problem submitter. The incumbent ensures an easy transition of incident/problem tickets that require escalation to the Systems or Network Administrators. Maintains, coordinates, and installs software and hardware based on user requirements. The Help Desk is responsible for the administration of the organization's asset management system.
The Help Desk Analyst II provides Tier-2 level support for incident/problem ticket resolution and interacts with daily activities that require technical support at the end user's location. This position will provide mentorship to the Help Desk Analyst I or other KHS staff. The incumbent must be able to communicate both verbally and written in a concise and easily understandable manner. The position requires a solid understanding of the current Microsoft Windows operating system, Microsoft Office products, troubleshooting of layer one through four of the OSI model, general desktop applications support, document imaging, and computer hardware configurations. The Help Desk Analyst II must have experience in supporting problem resolution with network switches, data and voice wiring, personal computers, printers, scanners, copiers, and other typical office automation hardware.
Essential Duties and Responsibilities:
General
Be an organized individual that is willing to accept responsibility, demonstrate good judgment, initiative, and resourcefulness, and is able to adapt and learn quickly.Ensure regular communication with the Business, IT team, and Management of system or application outages. Track the progress or resolution of outages and establish good communication of repairs or corrective actions to the entities stated in a timely manner.Interact and learn from peers and senior roles in helpdesk, systems, and networking.Ability to stay abreast of current news, systems information, problems, changes and updates relevant to KHS user community.Work and communicate effectively with the various professionals throughout the organizationTechnical
Coordinates and setup activities for new hires and terminations, adds, moves, and changes.Ability to install and support approved local area network (LAN) and desktop based applications software with little or no assistance.Support the following: Microsoft Windows operating system; Microsoft Office professional software which includes Word, Access, Excel, and Power Point.Ability to troubleshoot computer hardware; including printers, personal computers, local area networks, category-5 wiring, category-3 wiring, layer-3 data switches, and telecommunications equipment.Assists in providing hardware support to end users on peripheral and network devices including minor repairs, configuration and/or replacement of defective hardware.Ability to identify and resolve system hardware problems with the assistance of hardware vendors as necessary.Dependent upon assignment, may be required to learn to maintain network integrity including modification of system user accounts and passwords, managing network print servers.Rotate tape backups for filing and storage.Ability to operate personal computers and peripheral devices such as printers and scanners.Administrator over the asset management system for all office automation equipment.Generate and review incident/problem reports for trends of anomalies and make recommendations for a course of corrective actions.Provide seamless transition of incidents/problems from the Help Desk to the Help Desk Analyst II, Network, Systems, and Technical Analysts, Development or Data Management support groups.Responds to helpdesk calls in a prompt and courteous manner,Ability to prioritize multiple help-desk calls and requests for service, troubleshoot and identify problems in a timely manner to achieve customer satisfaction, and resolves basic problems while providing constant feedback to users to ensure problem resolution.May act as liaison between help-desk personnel and department users.Ability to support remote users in multiple site locations.Training
Using analytical reasoning to understand the end user's requirements and transform the requirements into an operational application.Facilitate meetings or communications as an interface between business units, technology teams, and other support resources.Create and maintain a KHS training library. The training library should consist of online training courses and aids, training manuals and documents, and software training materials. This library should be kept up to date and continuously updated to reflect changing needs.Design, coordinate, and deliver training courses on computer-based software applications for employees.
Employment Standards
Associate degree in Information Systems from an accredited school or equivalent; and four (4) years of paid computer support experience. Education can be substituted with computer support work experience on a year for year basis.
Proficiency must be demonstrated with desktop and peripheral installation, troubleshooting, and support. A+ certification preferred. Possession of valid driver's license and proof of State required auto liability insurance; Required Travel Up to 5%
We are an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis.