The IT Help Desk Analyst reports directly to the Executive Director of IT and performs duties necessary to support the activities of the IT department. The position entails working within the IT team, supporting AHIP employees. The position requires the ability to independently prioritize work, anticipate needs, and provide support activity. The successful candidate should be able to ensure customer satisfaction in every step of problem resolution through answering Help Desk calls and e-mails for all software and hardware products.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supporting Microsoft-based applications, specifically Microsoft Office 365 Suite of Applications, additional AHIP approved applications, and customized line of business applications along with the integration of these products.
Thorough knowledge of Microsoft Windows 10 operating systems.
Capable of working remotely and provide support to a remote workforce.
User management thru Microsoft Active Directory in an Office 365 hybrid environment.
Other technologies include Apple iOS devices and Macs.
Ability to assist remote users with connectivity issues with Published Remote Desktop applications and VPN.
Assist staff with Audio, Video, and Presentation equipment.
Assist staff with Conference Calls and Web meetings.
Responsible for assisting all users with their questions about any of our supported software and computing platforms in a professional and courteous manner.
Provide technical architecture and assist with project management role for computer upgrades, software rollouts, and other IT related projects.
General understanding of TCP/IP.
Provide guidance and support to all AHIP staff.
Demonstrate an awareness of current procedures, policies, and processes and the ability to convey these to staff.
Escalate critical help desk issues, to supervisor in a timely fashion.
Recommend updates to procedural documentation to IT Department Management and update as instructed.
Assist with writing technical documents and training staff on any supported applications.
Install new computers and peripherals for new or existing staff and accurately document and report new inventory.
Assist with staff moves and accurately record and report any inventory changes.
Must be able to lift IT equipment to include, PC, Laptops & Printers.
Research questions using available information resources.
Other duties as assigned.
This position has no supervisory responsibility.
This job operates in a professional office environment. This role routinely uses standard office equipment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
This position requires the ability to remain in a stationary position (standing and/or seated) more than half the time.
This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists more than half the time.
This position requires the ability to spend more than half the time viewing computer monitors.
Position Type/Expected Hours of Work
This is a full-time position. Standard days and hours of work are Monday through Friday, 8:30 a.m. – 5:30 p.m., however may require long hours and weekend work.
No travel is required for this position.
AHIP will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
AHIP is an Equal Opportunity/Affirmative Action Employer
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Required Education and Experience
Associates degree or equivalent work experience.
5 + years of on-the-job experience in both hardware and software support.
5 + years of experience working in a Helpdesk environment.
Proven organizational and communication skills through work experience and/or higher education activities.
In-depth and hands-on experience with Microsoft Technologies specifically focused on Office 365 technologies.
Advanced knowledge of PC, laptop, and peripheral configurations.
Thorough knowledge of troubleshooting Apple iOS mobile devices focusing on wireless synchronization and advanced settings.
Ability to work independently as well as in a team environment.
Excellent communication and interpersonal skills, and be comfortable dealing with high-level executives as well as other end-users.
Ability to troubleshoot hardware and software problems remotely as well as on-site.
Excellent oral and written communication skills. Exceptional analytic and problem-solving skills.
Must stay current with system information, changes, and updates.
Attention to detail.
Internal Number: 4
As a national trade association representing the health insurance industry, AHIP combines the fellowship of a small organization with the stability and strength our members represent. Here you can make a positive difference to the 200 million plus Americans, who our members serve. We foster innovation and opportunity. If you are looking for challenging and rewarding work, consider an AHIP career.