Help Desk Analyst I

Centerstone is among the nation's leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people's lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!

JOB DESCRIPTION:

SUMMARY OF POSITION

Provides customer service by offering level 1 technical support for internal employees. Serves as the initial contact for all employees looking for technology support. Deals with ambiguity and eccentricities. Relies on internal and external sources to answer, evaluate, prioritize, and delegate incoming requests. Authors and updates solutions in our knowledge-based websites (ServiceDesk and Wiki).

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serves as the initial contact for all employees looking for technical support. Answers phone calls, troubleshoots issues or gathers the proper information to create a ticket. All requests are expected to have detailed documentation based on oral or written conversations.
• Prioritizes and responds to all tickets by either troubleshooting issues or escalating to the correct department based on the request.
• Documents incidents and their resolutions to develop a viable knowledge-base using ServiceDesk and Wiki.
• Occasional After Hours Call Support

• Effectively communicate via written, verbal, in person and virtual methods.
• Problem solving skills.
• Ability to use deductive reasoning.
• Knowledge of virtual platforms.
• Proficient use of MS Windows Applications (Excel, PowerPoint, Word, etc.).

QUALIFICATIONS

Education Level

High School Diploma or equivalent. Bachelor's degree preferred.

Years of Experience

One to three years of related experience and/or training including basic troubleshooting experience. Experience in Active Directory preferred. Previous customer service experience preferred.

Required Certification/Licensure

IT certifications preferred.

PHYSICAL REQUIREMENTS

Task Percentage of Time/Frequency

Standing - 20%

Sitting - 80%

Squatting - occasional

Driving - occasional

Kneeling - occasional

Lifting - occasional

Bending - occasional

Time Type:

Pay Range:

Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:

• Medical, dental, and vision health coverage

• Flexible Spending and Health Savings Accounts

• 403b retirement plan with company match

• Paid time off and ten paid holidays

• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)

• Employee Resource Groups

• Continuing education opportunities

• Employee Assistance Program

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture.

Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve.

Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.