Help Desk Analyst

About the role

We are looking for a resourceful, independent, self-starter Help Desk Analyst who will be the primary technical contact for users and provide support on hardware, software, telephony, internet, and special IT needs and requests.

This is a Full-Time position located in our San Diego, CA office.

Responsibilities

• Provide support to end users on hardware, software, and telephony related issues
• Responsible for handling voice and online communication of incident and system requests
• Perform initial diagnosis and incident resolution where possible
• Categorize and assign severity to cases which require escalation to User Support Manager
• Educate end users with certain how-to procedures to minimize future service calls
• Manual installation of software upgrades and patches where automated deployment tools are insufficient
• May participate in IT projects such as office relocation and/or expansion, server and networking infrastructure upgrades

Core Competencies

• In depth knowledge of Windows Desktop Operating Systems (in particular, Windows 7), MS Office Suites and browsers
• Familiar with a wide range of peripherals, including tablets, smartphones, printers, and scanners
• Basic networking competency, including TCP/IP, WIFI
• Excellent verbal and written communication skills
• Technical skills
• Equally comfortable working individually and in collaboration with other co-workers
• Able to juggle and advance multiple ongoing projects
• Excellent Analytical and problem solving skills
• Ability to maintain vigilance on security and confidential issues while adhering to HIPAA requirements
• Ability to react quickly to changes in external regulations and technology advances
• Ability to work independently and working with a remote team

Travel

• Most work will be performed out of the San Diego office; however, travel to other site locations will be required on occasion or as needed.

The Ideal Candidate Will Be

• Highly Organized
• Self-motivated & Flexible
• Someone who can manage multiple priorities and be resourceful
• Someone who can self-lead
• Excited to work in a rapidly growing, ground breaking organization

Preferred

• Microsoft Active Directory/Exchange Mailbox Management/GPO
• Familiarity with VMWare or other virtualization environments
• Familiarity with L2/3 network switches, VLANs and firewalls
• Workstation Imaging / Automated Software Deployment solutions

Education & Experience

• High School Diploma or equivalent required
• 1-3 years of experience in a technical support or help desk role

Working Here

We truly value every employee, and are proud to offer benefits that set us apart, including:

• Competitive salary plus bonus
• Full Benefits Package (including 3 health plan options, 2 dental plan options, vision insurance, HSA, FSA, life insurance, LTD, STD)
• 401K Plan
• Employee Assistance Plan
• 3 weeks' vacation, 5 sick days, 8 paid holidays, 2 floating holidays and 2 professional days per year
• Comprehensive initial training and follow-up trainings and coaching year-round.
• Professional growth opportunities
• Exclusive discounts on entertainment, health & wellness, travel and MUCH MORE!

Additional Information

All your information will be kept confidential according to EEO guidelines.

Due to the nature of the work performed in this role and the exposure to clients' personal health information, Vital Decisions runs background checks upon the completion of background release form at the time an offer of employment is made.

The decision to join the Vital Decisions Team gives you the opportunity to be valued for your expertise and truly make an impact across the country. Ready to join? Click Apply.