Company name
First Choice Dental
Profile
IT Help Desk Analyst
Department:
Corporate Headquarters
Office:
Corporate Headquarters
Location:
Madison, WI
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The Help Desk Analyst will maintain and monitor end-user workstations and productivity on local area network. Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements. Provide support to staff on all company-supported applications. Troubleshoot computer problems, determine source and advise on appropriate action. Complete application project-based work.
Primary Responsibilities
• Answer end user calls and log all trouble tickets into end user ticketing application.
• Administer end-user workstations and support end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN).
• Investigate user problems and identifies their source; determine possible solutions; test and implement solutions.
• Install, configure and maintain personal computers, Windows networks, workstations, file servers, network cabling, and other related equipment, devices and systems; add or upgrade and configure disk drives, printers and related equipment.
• Perform and/or oversee software and application installation and upgrades.
• Provide technical support for malfunctioning dental equipment including x-rays, sensors, intraoral cameras and USB hubs.
• Maintain site licenses for department/organization.
• Support and monitor network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Provide instruction for system users on operating systems and other applications; assist users in maximizing use of networks and computing systems.
• Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Assist personnel of other departments as a computer resource.
• Provide computer orientation to new and existing company staff.
Key Competencies
• Demonstrated ability to deliver timely and accurate results.
• Excellent verbal and written communication skills at all levels of the organization and external relationships.
• Complex Problem Solving — Identifies complex accounting problems and reviews related information to develop and evaluate options and implement solutions.
• Judgment and Decision Making — Considers the relative costs and benefits of potential actions to choose the most appropriate one.
• Attention to detail and ability to see multiple projects through to completion.
• Understands the nature of dealing with critical and confidential data and significant internal and external impact if disclosed.
• Strong time management.
• Ability to make recommendations based on thorough analysis.
• Proven self-starter and ability to work independently.
Education and Experience
• Degree in related field or equivalent applicable work experience.
• 1-2 years help desk experience.
• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure and maintain personal computers, networks and related hardware and software.
• Knowledge of computer and/or network security systems, applications, procedures and techniques.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Strong knowledge of Windows 2016/2008, O365, SQL Server 2008R2, Windows 10 and 7.
• Strong knowledge of VMWare 5.1.
• Knowledge of Veeam backup and replication.
• Knowledge of VoIP phone systems.
• After hours and weekend work required.
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Company info
First Choice Dental
Company Profile