Associate Service Desk 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.

Schedule: Monday-Friday 7:00am-3:30pm

Job Summary

The primary purpose of this role is to provide first level end user support to our clients and to perform other duties as needed. Provide support to clients via telephone, chat support, web submissions, and email. Process service requests, triage and categorize incidents utilizing problem-solving skills.

 

Essential Functions/Major Job Responsibilities

• Provisions account related access based on Request demands.
• Provides an ad-hoc service to users of Active Directory related computer systems, troubleshooting and resolving systems problems.
• Carries out a prescribed program of system performance monitoring, measurement, management, and supports a proactive approach to meeting changing system demands
• Assist in the maintenance of the Service Desk Knowledge Base
• Works directly with clients on less complex issues requiring basic product knowledge and basic troubleshooting skills
• Knows when to escalate to the next tier level
• Participates in quality processes

 

Education

• Bachelor's Degree (Preferred)

Additional Education

Work Experience

• 0-2 years relevant work experience (Preferred)

Additional Work Experience

Management Experience

Certifications

Knowledge, Skills and Abilities

• Displays basic level knowledge of the following: • Microsoft Windows operating systems • Microsoft Office • IT Service Management software • Allscripts Solutions and knowledge of Allscripts clients and processes • Familiarity with the healthcare industry in general

Working Arrangements

• Primarily works in standard office environment or remotely
• May require after-hours, on-call support and/or holidays

Travel

• Up to 10% travel may be required

Physical Demand Requirements

• Sitting : Regularly
• Standing : Occasionally
• Walking : Occasionally
• Climbing/Balancing : Occasionally
• Reaching with arms and hands : Occasionally
• Stooping/Kneeling/Crawling : Occasionally
• Talking : Regularly
• Hearing : Regularly
• Vision - close, peripheral, depth, ability to adjust focus : Regularly
• Use of electronic keyboard : Regularly

 

Description of Working Environment/Conditions

• Typical office or computer environment (Yes)
• Mostly indoor office environment with windows (Yes)
• Office with equipment noise (Yes)
• Offices with frequent interruptions (Yes)
• Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify (Yes) Based upon the needs of the client
• Other? Please specify (No)

Core Competencies

Client Service (internal and external)

Competency Description
Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value.

Proficiency Level
Proficient

Behavioral Indicators
Responds to clients’ needs in a timely, professional, helpful and courteous manner; Strives to meet service standards in all circumstances; Develops and maintains positive relationships with clients

Quality Focused

Competency Description
Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client.

Proficiency Level
Proficient

Behavioral Indicators
Delivers results while ensuring quality isn’t compromised; Follows relevant procedures and pays attention to detail; Checks work for