Help Desk Analyst I
Job Id
61080
Job Location
Addison, TX
Employment Type
Full Time-Regular
Industry
Health Care
Concentra
20171101T210001Z
Overview

From our Dallas corporate headquarters to our clinics and onsite locations, Concentra colleagues remain focused on our driving purpose:  to provide superb patient and employer experience by delivering the highest quality healthcare in an efficient, affordable, caring manner. We do this by putting all customers (internal and external) first and by displaying:

  • A healing focus
  • A selfless heart
  • A tireless resolve
Responsibilities

At Concentra, the Helpdesk Analyst acts as the single point of contact for colleagues who need assistance with hardware and application issues.  As a member of our team, you will be the face of Information Services and will be expected to provide an exceptional end-user experience through teamwork, accountability, and a tireless resolve to provide quality customer service.  Our analysts must maintain a constant focus on customer service, attention to detail, and comprehend the urgency of every situation. 

 

THE DETAILS

 

Activities of this role include: 

  • Handle daily support requests received
  • Provide first level assessment, support and resolution of issues
  • Monitor and respond quickly and effectively to requests received through the IS Helpdesk
  • Collect appropriate and accurate information
  • Properly escalate unresolved issues to the next level of support
  • Maintain current and accurate data throughout the lifecycle of a ticket.
  • This job requires access to confidential and sensitive information, requiring ongoing discretion and continual focus on secure information management

Responsibilities:
 

  • Utilize excellent customer skills to meet or exceed customers’ expectations
  • Provide technical assistance and support to Concentra colleagues for issues related to computer systems, corporate and clinical applications, and desktop hardware
  • Respond to email, chat, and web messages from  colleagues seeking help
  • Walk colleagues through problem solving processes
  • Follow-up with end-users, provide updates, and see problems through to resolution
  • Leverage technical skills to ascertain the nature of the problem
  • Deliver first line support in alignment with corporate operational level metrics, policies, and procedures
  • Log all information and interactions through corporate ticketing system
  • Provide basic troubleshooting for local and remote end-user computer, mobile device, and network printer problems
  • When a resolution is not evident, escalate tickets in a timely manner to the next tier level
  • Provide feedback and recommendations for process improvements
  • Preserve and grow your knowledge of Helpdesk procedures, products, and services
Qualifications

Education/credentials

  • High School diploma
  • Associates degree in IT Related Field or equivalent work experience
  • A+ Certification Preferred
  • ITIL Foundation Certification preferred

Job-related experience

  • Proven working experience in Helpdesk/Call Center support or 2+ years of experience working in operational support role
  • Has proficient knowledge and proven skills with two or more of the following areas: Active Directory, Microsoft Application Suite, Security IDS/IPS, VMWare, Solaris Containers (virtualization), Messaging, Antivirus, Citrix, Web Services, network technologies, or SAN
  • Proven ability in a customer service environment

Job-related skills/competencies

  • Customer service orientation
  • Proficiency in English
  • Able to transcribe technical information into non-technical communication
  • Strong client-facing oral and written communication skills
  • Able to work with minimal direction
  • Detailed oriented individual who takes initiative to resolve critical incidents and problems
  • Technically proficient in an IT environment
  • Strong troubleshooting skills
  • Proficient in problem/incident management
  • Ability to think outside the box.

Working conditions/physical demands

  • Ability to work in fast-paced environment

 

Benefits
  • 401(k) with Employer Match
  • Medical/Vision/Prescription/Dental Plans
  • Life Insurance/Disability
  • Paid Time Off/Holidays
  • Colleague Referral Bonus Program  

 

This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.

 

Concentra is an Equal Opportunity Employer, M/F/Disability/Veteran.



We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, sexual orientation, gender identity, disability or medical or veteran status in accordance with federal law. In addition, Concentra Inc. complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities.

Talk to a Recruiter

Tracy Grange
Tracy Grange