Sound Physicians

Job Details

Description

This role is a temporary contract, full time hours, 4-6 months

About Sound:

Sound Physicians is a leading physician partner to hospitals, health plans, physician groups, and post-acute providers seeking to transform outcomes for acute episodes of care. For 20 years our high-performing and affordable care models have combined physician leadership, clinical process, technology, and analytics to consistently improve clinical and financial performance. We are pioneers in value, working together with our partners and community providers to bridge gaps in care, from hospital to home.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more:

• Medical insurance, Dental insurance, and Vision insurance
• Health care and dependent care flexible spending account
• 401(k) retirement savings plan with a company match
• Self-managed PTO Plan
• Ten company-paid holidays per year

About the Role:

The Help Desk Analyst will support approximately 1,300 users in local and remote locations. The Help Desk Analyst is responsible for resolving help desk issues of moderate level complexity and escalates to other team members as appropriate.

As a member of the Help Desk team, the Help Desk Analyst is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution - regardless of the cause, systems affected, or internal escalation functions. Because Help Desk support spans a broad range of issues from software applications, reporting, document management, web applications to data and telecom networking and server and database issues, the Help Desk Analyst must demonstrate an aptitude for staying abreast all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with practices and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.

Essential Duties and Responsibilities:

• Provide first line response for users requiring IT help desk assistance
• Escalate more complex issues to appropriate team members
• Track issues from open ticket to resolution using help desk management system
• Set up and manage various user accounts
• Imaging, deploying and supporting various user workstations
• Assist remote users
• Handheld devices including Blackberry, iPhone, Android, etc.
• Printers, Faxes and Scanners
• Telecommunications, both VOIP and Cellular
• Set up and install new hardware and software
• Update technical documentation
• Rotating On-call and pager duties
• Perform other related duties and special projects as assigned by manager

Special Knowledge, Skills, Abilities, Training, or Special Licenses/Certifications Needed to perform this job: 

Minimum Requirements:

• MCP Certification or 3 years’ experience in an IT help desk environment
• A+ Certification or 3 years’ experience supporting HP desktops and laptops
• Excellent communication and interpersonal skills
• Positive customer service and customer-friendly attitude
• Strong problem solving, troubleshooting and analytical skills
• Understanding of web based concepts and technologies
• Knowledge and experience with network communications
• Strong knowledge of Windows XP/ 7 / 8 / 8.1
• Experience with Active Directory, Hosted Microsoft Exchange, DNS/DHCP
• Ability to work well with others in a collaborative and team environment
• Ability to prioritize effectively and to perform proactively
• Ability to understand and work in strict compliance with documented procedures
• Must be able to work additional hours if needed
• Must be able to work off-hours and be to self-manage

Preferred Requirements:

• Experience supporting Macintosh Desktops on a Microsoft Network
• Hands on experience with a phone system
• Ability to conduct research into software and hardware issues and products
• Must be well organized, conscientious, with excellent attention to detail
• Ability to adapt quickly to procedural and priority changes

Other details:

• Sitting at desk for up to eight hours (w/breaks)
• Indoor office environment
• Working on computer for up to eight hours (w/breaks)
• Moving/lifting equipment (up to 50 lbs.)

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.