Helpdesk Analyst Level 1 - Sun River Health : Job Details

Job Description Sun River Health provides the highest quality of comprehensive primary, preventative and behavioral health services to all who see it, regardless of insurance status and ability to pay, especially for the underserved and vulnerable. Sun River Health is a Federally Qualified, Non-Profit Health Center serving communities in Suffolk, Rockland, Orange, Dutchess, Ulster, Sullivan, Columbia and Westchester County. Sun river Health is currently seeking a full-time Helpdesk Analyst Level I to join our team. The Helpdesk Level 1 provides technical support and assistance, whether on the phone, in person, or remotely, to users by researching and answering questions, troubleshooting problems, and guiding clients through corrective steps. Essential Duties and Responsibilities of a Helpdesk Analyst Level I:

• Assists in maintaining inventory as outlined by departmental processes
• Carries out tasks assigned by the director of IT Support Operations as needed
• Troubleshoots technical issues within SRHC environment
• Maintain a record of knowledge/solutions within a structured knowledgebase
• Escalates unresolved requests and incidents to higher tiers

Qualified candidate must possess:

• Working knowledge of desktop operating systems (Windows 10)
• Working knowledge of Office 365 and associated applications (Excel, Outlook, Word)
• Working knowledge of Microsoft Active Directory Users and Computers.
• Working knowledge of mobile operating systems (Android, iOS)
• Proficiency with supporting software applications including computer utility programs, desktop management, anti-virus and other desktop maintenance/troubleshooting software.
• Conducts initial triage/troubleshooting on a wide range of technology issues
• Assists maintenance of login requests (add, changes and deletions)
• Assists MIS Department in maintenance of work stations when available.
• Create, update, and close tickets following the Incident management workflow
• Determines impact and urgency of an incident and support request to determine priority

Minimum Education Requirement: High school diploma/ GED required, vocational/ technical school diploma in Information Technology or related fields (i.e. Computer Science) Preferred Education Requirement: Associate's degree in Information Technology or related fields (i.e. Computer Science) Minimum Work Related Experience: 0 - 1 year Preferred Work Related Experience: 1 - 2 years Minimum Licensure: Valid New York State Driver's License Hourly Rate: $23.00 - $25.24/hour Responsibilities Relation to Mission The mission of Sun River Health is to increase access to comprehensive primary and preventive health care and to improve the health status of our community, especially for the underserved and vulnerable. Equal Employment Opportunity Sun River Health provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference, or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function. Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law. Job Responsibilities The following statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential functions of the job and should not be considered as a detailed description of all the work requirements of the position. Sun River Health may change the specific job duties with or without prior notice based on the needs of the organization.