IT Help Desk Analyst I

| Summary | |

The Helpdesk Analyst I position is the first line of support to resolve issues related to AFC's Electronic Health Record Systems and IT. This position's primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper-tier support, and provide consistent, professional internal and external communication

Essential Duties and Responsibilities

• Ability to communicate with users and management ensuring timely updates and status reports
• Ability to function in a high paced environment supporting healthcare professionals as they provide care for patients
• Experience supporting Windows Servers and workstations
• Practice and enforce security policies including MFA and Safe Practices
• Provide accurate and timely logging of incidents and resolutions in ticketing system
• Escalate problems as appropriate following proper policy and procedures
• Manage Active Directory environment managing over 1500 users
• Ability to troubleshoot printers and scanners
• Support and troubleshoot EMRs, Accounting, and other Business Applications
• Create and update knowledge base articles in Confluence for training and knowledge sharing
• Evaluate and recommend improvements to policy and procedures, software and hardware to Manager, Information Technology for review
• Gather and input data for regular reporting, decision making, planning and evaluation
• Maintain and assure confidentiality of data adhering to HIPAA privacy rules
• Support VOIP phone systems and users
• Utilize all available resources to conduct computer diagnostics to determine root causes of issues and resolve them

Other Duties and Responsibilities

Qualifications

Advanced analytical and troubleshooting skills. Superior customer service skills. Above average interpersonal, verbal and written communication skills. Able to effectively work independently to resolve problems. Able to manage multiple priorities and follow through on projects to completion. Ability to work well in a team-oriented environment. Ability to successfully handle difficult situations and customers.

Educational Requirements

Associate degree in computer science or related field, can be substituted for 3-5 years directly related experience.

| Physical Demands / Work Environment |

Office environment. Extended use of keyboard, mouse and monitor. High attention to detail and ability to focus. Ability to reach, stoop, and lift up to 50 pounds. Potential exposure to potentially infectious material. Moderate noise level.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

PS : It's All About You!

American Family Care has pioneered the concept of convenient, patient-centric healthcare. Today, with more than 250 clinics and 800 in-network physicians caring for over 6 million patients a year, AFC is the nation's leading provider of urgent care, accessible primary care, and occupational medicine. Ranked by Inc. magazine as one of the fastest-growing companies in the U.S., AFC's stated mission is to provide the best healthcare possible, in a kind and caring environment, while respecting the rights of all patients, in an economical manner, at times and locations convenient to the patient.

If you are looking for an opportunity where you can make a difference in the lives of others, join us on our mission. We invite you to grow with us and experience for yourself the satisfying and fulfilling work that the healthcare industry provides.

Please note that a position may be for a company-owned or franchise location. Each franchise-owned and operated location recruits, hires, trains, and manages their own employees, sets their own employment policies and procedures, and provides compensation and benefits determined by that franchise owner. Company-owned locations provide a comprehensive benefits package including medical, dental, vision, disability, life insurance, matching 401(k), and more.

We are an Equal Opportunity Employer