Help Desk Support: VITAS Innovative Hospice Care

The Help Desk Analyst is responsible for first level support of investigation and resolution of software and hardware problems for computer users, company wide. Available for all identified work shifts as stated in the Help Desk procedures and must comply with all procedures. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews users to collect information about problems and leads user through diagnostic procedures to determine sources of error. Determines whether problem is caused by hardware such as modem, printer, cables, or telephone. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

Qualified candidates must have five years general IT experience. Three years prior specific experience in customer support. Ability to work on various assignments simultaneously. Communicate tactfully, verbally and in writing with department heads, managers, co-workers and vendors to resolve problems and negotiate resolutions. Working knowledge of computers, internet access, and the ability to navigate within an automated systems as well as a variety of software packages such as Outlook, Excel and Word.

Bachelor's degree in Computer Science or related field from an accredited college or university or the international equivalent preferred.