IT Help Desk Analyst
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Summary
First-line IT support analyst at CORA, a healthcare organization, providing on-site Tier I help desk support in Bend, OR — answering, triaging, and resolving desktop, clinical application, and end-user device issues, escalating to Tier II/III, and joining an on-call rotation. Core tech: Microsoft products, help desk ticketing systems, and hardware/OS troubleshooting.
The IT Help Desk Analyst serves as the first line of contact for all technologies and applications that support the operational mission of the organization. They work directly with internal and external CORA users to resolve Tier I technology and application issues. They are responsible for analytical and critical thinking skills to diagnose problems, identify root causes, evaluate potential solutions, and determine appropriate courses of action. Additionally, they are responsible for the initial triage and escalation of issues requiring involvement of Tier II and Tier III support. Interpersonal and customer service skills are essential in this role, as the analyst must effectively communicate technical information, gather relevant details, and ensure a positive support experience for all users.
What's Important to You:
Location: Bend River Mall
Hours: 40 hours per week; 8 hours per day Monday-Friday (will participate in a call rotation which can include evenings and weekends)
Wages: Starting at $27.73 per hour; DOE, education and internal equity of current employees
Position Type: Full Time, non-exempt
Benefits: Medical, Dental, Vision, 401K Retirement, Paid Time Off, Sick Time Off
Location: Bend River Mall
Hours: 40 hours per week; 8 hours per day Monday-Friday (will participate in a call rotation which can include evenings and weekends)
Wages: Starting at $27.73 per hour; DOE, education and internal equity of current employees
Position Type: Full Time, non-exempt
Benefits: Medical, Dental, Vision, 401K Retirement, Paid Time Off, Sick Time Off
Essential Duties:
This position requires regular, reliable attendance and requires a high level of attention to detail and accuracy, The consequences of even a minor mistake can be significant for both patients and providers.
- Provide prompt and courteous customer service to the internal and external clinician and administrative client base.
- Answer, evaluate, triage and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with supported technology and applications.
- Diagnose and resolve technical desktop, clinical application, and end user device issues using various support tools.
- Must have the ability to work cohesively as part of a team and follow standard help desk procedures.
- Identify and escalate situations requiring attention from Tiers II & III staff.
- Use the help desk ticket tracking system to document requests and resolutions.
- Stay current with system information, changes, and updates.
- Assists with PC and application deployment.
- Provide after-hours support as part of the on-call rotation.
- Must have current/active driver’s license and be insurable for driving through our company insurance carrier.
- Support information technology project-based work as needed.
- Must adhere to set schedule of Monday-Friday; 8:00AM – 5:00PM.
- Continuous/active communication with managers and co-workers.
- Primarily an on-site position; you must be able to report to designated office location. Occasional remote work may be permitted at supervisor discretion.
- Other duties as assigned.
Education and Experience
Required:
- Minimum of an associate degree in information technology or related field with 1 year providing enterprise IT support, or equivalent education/experience.
- Demonstrated technical knowledge of computing hardware, operating systems, and office productivity software. With a preference towards Microsoft products.
- Strong technical problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
Preferred:
- More than two years working in support in an enterprise IT environment.
- CompTIA A+ or Network+ certification and/or higher technical education/training certificates.
- Healthcare experience is highly desired.
- Ability to communicate through written documentation of problem resolution.
- General understanding of networking and connectivity support.
CORA has a pre-employment drug testing requirement for all positions.
EEOC Statement
CORA is an equal opportunity employer, committed to providing employees with a work environment that is free of discrimination and harassment. Applications will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status. All employment decisions are based on business needs, job requirements and individual qualifications. Reasonable accommodation can and will be provided to any employee who needs accommodation to perform the essential functions of the job if the accommodation does not cause undue hardship.