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.

The Desktop Support Analyst provides support assistance to client users experiencing problems with IS supported software and hardware. Desktop Support Analysts are responsible for performing initial troubleshooting and identifying the appropriate escalation path for incidents received by other teams as well as the fulfilment of basic service requests.   Essential Functions/Major Job Responsibilities

• Troubleshoots networking issues and determines appropriate escalation path
• Resolves and works proactively on virus issues and initiatives
• Assists in new system deployments/loading appropriate software as needed
• Handles incidents escalated from first line of support
• Writes support documentation for client and/or departmental use
• Provides suggestions and information on projects that should be undertaken by the department
• Responds to requests for assistance from associates who are experiencing problems with supported software or hardware
• Documents results of problem resolution session using the internal ticketing and remote access system
• Identifies and resolves intermediate level desktop/laptop hardware problems

Education

• Bachelor's Degree (Preferred)

  Work Experience

• 2-4 years relevant work experience (Preferred)

Additional Work Experience

• Intermediate experience using an IT Service Management system (Required)

  Certifications

• CompTIA A+, HDI, Microsoft MCSA or related technical certification (Preferred)

Knowledge, Skills and Abilities

• General familiarity with the healthcare industry.
• Knowledge of enterprise level technologies.
• Experience using a service management ticketing system.
• Business level written and verbal communication skills 
• Analytical and problem-solving skills

 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