Associate Desktop Support Analyst

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Associate Desktop Support Analyst

The primary purpose of this role is to provide second line of support assistance to client users experiencing problems with IS supported software and hardware.

Responsibilities:

• Identifies and resolves desktop/laptop hardware problems.
• Initial network troubleshooting and determination of appropriate escalation path.
• Resolve and work proactively on virus issues and initiatives.
• Assists in new system deployments/loading appropriate software as needed.
• Responsible for incidents escalated from first line of support.
• Write support documentation for customer and/or departmental use.
• Provides suggestions and information on projects that should be undertaken by the department.
• May provide first-line technical support handling calls, in order to provide time-of-call resolution to calls whenever possible.
• VOIP Software and Hardware: Familiarity with VOIP systems and platforms, such as Cisco CallManager or other VOIP solutions.
• VOIP Troubleshooting: Strong troubleshooting skills to diagnose and resolve VOIP issues promptly. Familiarity with tools like Wireshark and Splunk.
• Ability to build and maintain Cisco Call Handlers, Hunt Groups, and Call Queuing.
• May manage projects as assigned by the Manager.

Academic and Professional Qualifications:

•  BA or BS degree preferred or other relevant combination of training and experience.

 

Experience:

•  0-2 years experience in an desktop support environment preferred.
• Troubleshooting experience

 

Travel Requirements:

•  May require local travel
•  May require other travel for business needs

 

Working Arrangements:

• May be required to work off hour shifts or be assigned to an on-call rotation.
• 24/7 Support
• Work is performed in a standard office environment with minimal exposure to health or safety hazards

 Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:

HR.Recruiting@AlteraHealth.com

 

 

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