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IS Analyst I
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on West Virginia data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$54,334 / year median in West Virginia
-14% projected decline
Job Description
Ideal candidate:
- Provides excellent customer service and communicates clearly with staff.
- Works well under pressure and prioritizes service requests effectively.
- Maintains confidentiality and follows hospital policies and procedures.
- Works cooperatively with team members and supports organizational goals.
Physical requirements:
Regular standing, walking, computer keyboard use, oral communication, hearing sufficient for in-person and telephone communication, visual acuity, and occasional lifting or moving up to 25 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Roane General Hospital is committed to providing quality care and service to our community. Interested candidates should apply through Roane General Hospital's standard employment application process.Detailed Responsibilities:
- Provide Help Desk support for hardware, software, application, and connectivity issues.
- Troubleshoot and support Windows desktops, laptops, printers, and related equipment.
- Maintain Help Desk documentation and communicate updates to end users.
- Assist with Active Directory working with user accounts, password resets, permissions, and access issues.
- Support wired and wireless network connectivity, VPN access, and VMware Horizon View.
- Assist with PC upgrades, deployments, repairs, Windows updates, and IT projects.
- Provide user training and escalate issues to additional support resources when needed.
- High school diploma required; college coursework preferred.
- One or more years of experience supporting Windows desktops and applications preferred.
- Experience with Microsoft 365 preferred.
- Wired and wireless network support experience preferred.
- Knowledge of Windows 10, Windows 11, and Windows Server operating systems.
- Computer or technical certifications are helpful.