IT Helpdesk Analyst

**Position Summary**:
IT Helpdesk Analysts are the front line to the Technology Department at QHR. They will work independently, as well as with other Technology teams, to resolve both day-to-day and complex technical problems. Some overtime is expected in this role, as required.

**Essential Functions**:

- Fluent with Windows, MacOS, IOS, Android operating systems.
- Maintain service logs in the ticketing software (service-now)
- Supporting internal customers who work remotely and on-site within our offices.
- Clarifying customer needs, answering questions, troubleshooting, determining resolutions in a timely manner, as well as follow ups.
- Able to install, configure, upgrade, and provision all employees with hardware, software, and access based on their roles and needs.
- Asset management and tracking of computer hardware and software.
- Participate in ongoing duties and projects, investigate and implement new and emerging technologies, and work towards continual improvement of the support services, materials and best practices.
- Ability to lift or move up to 50lbs
- Organizational duties and expectations:

- Promote QHR’s “Blue Culture” framework to foster a collaborative, positive, and efficient workplace.
- Contribute to the organization’s positive image both internally and externally.
- Perform other duties consistent with the position, as reasonably directed by your manager or lead.

**Qualifications**:
Mandatory
- Strong problem solving skills and the ability to work in a fast-paced environment.
- Working knowledge of networking concepts is essential, including technical or Networking Diploma with 1-3 years of experience.
- Good technical understanding of:

- Devices such as PCs and phones
- Networking
- Windows Server
- Other operating systems
- Microsoft server technologies such as Microsoft Active Directory (or Azure AD), Office Productivity Applications, etc.

Assets
- Previous experience working in a IT helpdesk or technical customer support.
- Experience in VMWare and/or Hyper-V or other virtualization technologies.
- Knowledge in UNIX/Linux/RHEL operating systems.
- Experience in ServiceNow.