Job Description
Insight Global is looking for a Help Desk Analyst for a local Healthcare organization in the Sacramento area. This person will provide advanced tier (Tier 1+) support for user problems relating to hardware and software issues for local and remote user. Manage user requests by utilizing ticketing system to track tickets and provide timely status updates.
Provide technical support (break-fix and remote) for desktop, laptop, software, printers, VoIP, Video Teleconference display systems, and analog and wireless technologies.
Other responsibilities:
Familiarity with the Office 365 suite
Manage Active Directory network, which involves creating and modifying accounts and groups, modifying group memberships, establishing permissions, resetting passwords, and ensuring proper access to network resources such as mailboxes, file shares and printers.
Perform desktop and laptop imaging including hard drive recovery utilizing the recovery backup process for data retention.
Troubleshoot and resolve Virtual Private Network (VPN)/SSL, RDP connectivity issues for remote users.
Inspect employee equipment and software periodically for adequate functionality including patches and updates
Complete on a timely-basis employee activations and deactivations and document the changes
Assist with on-boarding of all new users, including PC setup and deployment for new employees using standard hardware, images and software
Strict adherence to defined Helpdesk policies and procedures and the ability to identify missing processes, draft and submit to management when necessary
Route and escalate non-Tier 1+ issues to respective responsible parties, conduct periodic follow-up and maintain resolution status
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Maintain agreed upon quarterly satisfaction rating
Utilize and maintain the helpdesk tracking software for all issue reported to the helpdesk, regardless of reporting mechanism.
Log, track, document and resolve incoming requests using the help desk software solution
Maintain detailed and accurate call/ticket logs/reports and trouble tickets within helpdesk software and ensure accuracy of ticketing daily
Maintain agreed upon response rate, and first call resolution rate
Required Skills & Experience
3 years of experience in Help Desk related roles.
Experience managing Active Directory network (file sharing, printers, etc.).
Experience with LAN/WAN networking and troubleshooting
Experience utilizing ticketing system to manage user requests.
Experience providing technical support for desktop, laptop, software, printers, VoIP, etc.
Ability to travel between proximate primary and satellite client sites, as needed.
Customer service experience
Nice to Have Skills & Experience
A+, Net+, MCP, CCNA, CCNP, or HER certification
Phone System and PBX (Avaya preferred)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.