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Desktop Support AnalystLouisville, Kentucky

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Job ID 392172 Date posted 09/01/2020

Description

We are recruiting for a Desktop Support Analyst to join our Information Systems Team in Louisville, Kentucky. 

Summary:

Documents and responds to customer requests and questions regarding  information systems, software, and hardware utilizing a call tracking application.  Answers questions or resolves issues.  Assists in resolving related problems.


Essential Functions:
  • Accepts requests and questions from customers and other support staff through various preferred media. Follows up to ensure accurate and timely resolutions are provided.

  • Responsible for providing desktop support for Support Center employees which includes enterprise and financial applications through the Kalliope Bar and deskside services.

  • Provides executive support for Executives within Kindred.

  • Uses good judgment in escalating unresolved issues and communicates status to the customer.

  • Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions.

  • Monitors individual queue to ensure work requests are handled in a timely manner.

  • Monitors individual performance objectives, meets standards, and assures customer satisfaction goals are met.

  • Continuously monitors department processes and recommends to department seniors new and innovative ideas for improvement.

  • Solicits feedback and guidance of best practices from senior department team members. 

Knowledge/Skills/Abilities:

  • Working knowledge of major software packages used by company, setup/configuration, and missions of each.

  • Working knowledge of current network topology, TCP/IP, office applications, printing processes, and advanced troubleshooting of desktop operating systems.

  • Able to troubleshoot issues with servers, desktops, printers, and networks.

  • Good analytical and problem-solving skills.
  • High level of patience, empathy, and courtesy.
  • Able to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability.

  • Able to identify and communicate trends and work with Senior department team members to define corrective action.


Qualifications

  • Associate's degree or equivalent work experience in related field preferred

  • CompTIA, current computer operating systems, ITIL certifications, and/or other professional certifications related to Essential Functions preferred.

  • 2 years computer systems support experience or other experience resulting in same knowledge level.

Depending on candidate’s qualifications, this position may be filled at a different level. 

If you are a current Kindred/RehabCare employee Click Here.

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Current Kindred Healthcare employees apply here.

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