Helpdesk Analyst – Career Opportunity

Job Description: Help Desk Analyst

EMR Group is seeking a highly organized, motivated individual who works well in a fast paced, multi-tasking environment, to join our team as a Help Desk Analyst in Tucson, AZ. 

About EMR Group, Inc.

EMR Group, Inc. is the leader and fastest growing managed IT solutions provider for healthcare businesses in the southwest.  EMR Group is built on a solid foundation of expertise in healthcare, technology and customer service.  EMR Group provides highly specialized, efficient IT solutions to medical practices and healthcare businesses. 

EMR Group, Inc. Mission

Our mission is to help every client use information technology to meet the growing challenges physician practices experience providing high quality patient care.  EMR Group provides the technology expertise necessary to manage a practice efficiently, positioning the practice for the next decade.

Help Desk Analyst Objective

The objective of this position is to provide quality customer support for EMR Group clients, so that they maintain productivity.  Problems are quickly resolved and the customer experiences very personalized customer-focused service.  Analysts are responsible for handling all support requests received.  Requests will come from clients via phone, web, voice mail, and email.  Support tasks for this position include call handling, problem identification, logging and tracking, trouble shooting, resolution, and problem escalation.  The Help Desk Analyst documents problems and solutions and then records all activity and communications regarding the calls in our professional services automation tool. 

 The Analyst will take all steps necessary to resolve the problem, request for service, or inquiry to the customer’s satisfaction upon initial contact.  The Help Desk Analyst participates in special projects or training during non-telephone time.

Duties and responsibilities include but are not limited to:

Technical Responsibilities

  • Handle phone inquiries and log tickets in the ticket management system
  • Assess, diagnose problem and resolve quickly to user satisfaction
  • Solve the following problems independently;
    • Outlook sittings (route issue to appropriate IT staff member if problem is not within scope of own skill set)
    • Resolve desktop printer issues and basic network printer issues
    • Reset passwords
    • Account creation and password maintenance
    • Resolve basic network connectivity issues; ping, cables, power cables, ISP
    • Identify application errors, escalate as needed
    • Remove viruses/spyware
    • Install applications on the desktop

 Help Desk Ticket Management Responsibilities

  • Monitor, open and close help desk tickets generated from phone, email, web, voice mail
  • Assign request/issue ticket to the correct queue
  • Coordinate with third party hardware/software companies
  • Coordinate service requests (moves, adds, changes)
  • Communications support with email & voice status messages
  • Document and maintain help desk procedures
  • Generate required reports and update system outage logs
  • Rotation of 24×7 on-call support
  • Follow all desk processes and procedures
  • Work with team to assure help desk runs smoothly
  • Identify when to escalate to the next level for resolution
  • Assure accuracy and extensive documentation for all changes to be made

Technical Skills

  • Understanding of PC H/W, LAN/WAN technologies
  • Windows XP/VISTA/7 operating systems
  • MS Office Suite to include Access, Power Point, Project, and Visio
  • Remote diagnostic and problem resolution (RDP, VNC, LogMEIN)

Soft Skills

  • Excellent telephone skills
  • Excellent customer service skills
  • Excellent listening skills
  • Excellent spelling and grammatical skills
  • Excellent understanding of dealing with difficult customers
  • Excellent time management skills
  • Excellent analytical and problem-solving skills
  • Strong technical aptitude
  • Excellent interpersonal and teamwork aptitude
  • Confident, professional manner

Interpersonal Relationships

  • Customer Service – handle frustrated and distressed users
  • Learning and Teaching – new technologies

Qualifications

  • 2-year technical degree in computer/IS area, or comparable experience
  • Major certification desirable
  • A minimum of one year of progressively responsible experience within a customer service-oriented information technology environment including in-depth experience with PC/Laptop hardware and software
  • Experience in a corporate business environment
  • Applicants being considered for this position will need to take an aptitude test
  • Applicants must be able to work in the United States without sponsorship

Please send your cover letter and resume to careers@emrgroup.net to apply for this position and for information about EMR Group, Inc.