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