Help Desk Analyst

Job Description:

The Tier I Help Desk Analyst serves as the first point of contact for end users requiring technical assistance and support. This role is responsible for delivering timely, professional customer service while resolving or escalating technology-related incidents and service requests in accordance with established support procedures.

Key Responsibilities:

• Provide first-level technical support to end users via phone, email, chat, and ticketing systems.
• Receive, log, categorize, prioritize, and route incidents and service requests to the appropriate support teams.
• Troubleshoot and resolve common hardware, software, application, account access, and system issues while maintaining a high level of customer satisfaction.
• Accurately document issue details, troubleshooting activities, resolutions, and escalation actions within the ticketing system to support knowledge sharing, reporting, and audit requirements.
• Monitor and manage ticket queues to ensure timely response and resolution in accordance with service level expectations.
• Follow established incident, request, change, and problem management processes and procedures.
• Maintain compliance with HIPAA, privacy, security, and organizational policies when handling patient, employee, or other sensitive information.
• Collaborate with Tier II, Tier III, and application support teams to facilitate issue escalation and resolution.
• Contribute to knowledge base documentation and continuous improvement efforts to enhance support effectiveness and efficiency.

Qualifications:

• Strong customer service and communication skills.
• Experience supporting end users in a Help Desk, Service Desk, or technical support environment.
• Familiarity with ticketing systems, Microsoft Office applications, and common desktop technologies.
• Ability to prioritize workload, multitask effectively, and work in a fast-paced environment.
• Healthcare IT experience and knowledge of HIPAA requirements preferred.