Help Desk Analyst - Allied Consultants, Inc.

Overview

Allied Consultants, Inc. is an Austin-based firm which has for 32 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Help Desk Analyst to be a key resource on a technical services team.

Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law.  Offers of Employment are contingent on a successful background checkAllied Consultants is an equal opportunities employer.

Responsibilities

Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

• Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
• Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
• Conduct training sessions for users, empowering them to effectively utilize our applications.
• Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
• Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
• Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.

Qualifications

Minimum Requirements:Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required/Preferred

Experience

4

Required

Experience with help desk / service desk services.

4

Required

Experience with help desk software (e.g. ticketing systems, knowledge bases).

4

Required

(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)

4

Required

(at least 2) High-level knowledge of information technology systems and best practices.

4

Required

(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)

4

Required

(at least 2) Experience working with SharePoint Lists.

4

Required

(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.

4

Required

(at least 2) Experience with call handling.

2

Preferred

Experience with Remedy / BMC Helix.