Help Desk Analyst

Overview

GDC IT Solutions is currently seeking Help Desk Analysts for 1st, 2nd and 3rd Shifts This role can be fully remote within the United States.

Position Overview

This position will be responsible for answering service desk calls in a fast-paced environment while addressing caller issues and escalating calls to appropriate personnel.

Responsibilities

• Provides prompt and courteous service to all users; both Phone, Voice-mail and Self-Submit Incidents.
• Thoroughly and accurately documents all service calls within the prescribed call tracking mechanism.
• Ensures that documented service and operating level agreements / metrics are met.
• Updates and complete service requests.
• Provides technical support including software install, repair, resets, etc. - Not just info gathering but our SD Staff is considered to be more of 1st and 2nd level support without being tiered.
• Supports
• Office365
• Microsoft MECM for installs / repairs
• Citrix
• Microsoft Multi-Factor Authentication
• Windows 10
• Apple IOS (iPads & iPhones)
• Android o / s
• Dell Laptops & Desktops
• Printers & Multi-Factor Devices including queues
• Workstation On Wheels
• Browser Support (Edge Chrome & Firefox)
• Cisco AnyConnect VPN
• Handheld Scanners / Peripherals
• Nuance Dragon Mics
• Remote Work Setups (Laptops, Monitors, Docking Stations, as well as troubleshooting connectivity - wired / wireless)
• Numerous Applications & EMR Support (Epic, etc.)

Minimum Qualifications

2-3+ years of Service Desk experience in a high-volume / highly structured environment with multiple forms of IT escalations (not just check with a group down the hall type scenario).

Including paging processes.

• 1 year of experience with Citrix - session hangups, etc.
• Ability to handle 30-40+ calls per day, as well as self-submit incidents.
• Experience troubleshooting hardware - desktops, laptops, connectivity
• Experience with O365 full suite and mobile device management, including Multi-Factor Authentication (preferably Microsoft's MFA)
• Software Management System Experience pushing installs or repairs (Altiris or MECM preferred)
• Ability to thrive in a fast-paced environment and have a sense of urgency.
• High-level of detail, especially with incident creation, etc. - "thinking on their feet" with probing questions so that group escalated to understands what the issue is, has an example, etc.
• Remote Access Support of VPN, Citrix, Home Wireless connectivity, etc.
• Ability to work overtime as needed.

Preferred Experience

Healthcare experience / EHR experience (preferably Epic)

What We Do :

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

• Cutting Edge Technology and Innovation
• Career Growth Opportunities
• Employee-Centric Environment
• Comprehensive Benefits Package
• Holiday and Vacation

Equal Opportunity Workplace :

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

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Global Data Consultants, PA USA