Service Desk Analyst

Position Summary:

The Service Desk Analyst supports all APS employees/clients both directly and remotely, in a geographically diverse environment. This key individual resolves PC hardware, software, printing problems and operating system configuration issues, as well as phone system issues. The Service Desk Analyst supports commercial off-the-shelf software, proprietary computer applications and software utilities, creating and dispatching work orders as well as providing phone support to internal and external users.

Essential Funtions:

• Serve as the primary point of contact for receiving, resolving, and logging technical incidents and service requests.
  
• Assists in training users on daily software tasks. Performs on-call duties 24/7 as scheduled by the department manager. 
• Provides effective direct and remote technology user support via telephone, physically or by remote control software, while assisting the user with an appropriate sense of urgency.
• Troubleshoots and resolves Local Area Network (LAN) / Wide Area Network (WAN) issues received from internal and external customers, for servers, desktops, laptops, and smartphones and phone systems within APS’ supported systems. 
• Performs site visits to regional clinics and other locations for technical support and implementations. Participates in remote site implementations, i.e. new office setups, setup external promotional events, temporary regional clinics setups. 
• Installs, configures, troubleshoots and maintains printers, copiers, faxes (including fax servers) and multi-function units at the main office, regional clinics and other locations. Troubleshoot and resolve desk phone, cell phone, smartphone, and air card issues in coordination with the facilities department. 
• Provides enterprise, proprietary and commercial off-the-shelf applications support for all internal and external APS customers. 
• Configures and images desktop PCs and laptops for all APS supported systems. 
• Performs account management for individual users in multiple systems, including Active Directory and enterprise applications. 
• Maintains third-party hardware/software vendor relationships. Identify issues with tape backups and exchange tapes with the off-site storage facility.
• Complies with all guidelines established by the Centers for Medicare and Medicaid (CMS) and guidelines set forth by other regulatory agencies, where applicable.
• In addition, all other duties assigned by the manager and/or supervisor.

Education:

• High School Diploma; bachelor’s degree preferred.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), Microsoft 365 certified: Fundamentals (MS-900),  and/or Microsoft 365 Copilot & Agent Administration Fundamentals (AB-900) preferred. 
• Information Technology Infrastructure Library (ITIL) Foundations trained or certified preferred.

Experience:

• Minimum 2+ years of Desktop or Service Desk Support experience.
• Experience with troubleshooting enterprise-level IT equipment.

Knowledge:

• Knowledge of current and legacy Microsoft operating systems and Microsoft Office software suites.
• Knowledge of Outlook email administration and troubleshooting.
• Knowledge of current and relevant hardware/software technologies.
• Knowledge of a range of hardware/software diagnostic utilities.
• A+ and / or Network+ certification recommended.
• Knowledge of CISCO phone systems preferred.
• Advanced proficiency in the Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, and Teams).