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Job Details

IT Help Desk Analyst

Company name
First Choice Dental

Madison, WI

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IT Help Desk Analyst


Corporate Headquarters


Corporate Headquarters


Madison, WI


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.


Company info

First Choice Dental

Company Profile

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