HELP DESK ANALYST (TIER 1) BlueNovo is a premier national provider of healthcare technology services. We are the trusted partner to the nationrsquos leading hospitals, community healthcare organizations, physician groups associations, and government health agencies. We help healthcare organizations improve quality, productivity, and competitiveness to meet and exceed their strategic goals. With a comprehensive suite of advisory services, BlueNovo is uniquely positioned to help make clients successful by driving profound operational and technical changes. JOB SUMMARY The Tier 1 Help Desk Analyst is a critical on-call technician responsible for efficient and timely hands-on maintenance of IT equipment, office productivity and communication software. Responsibilities include initial to mid-leveladvanced troubleshooting, remediation, coordination, escalation, tracking, and management of BlueNovorsquos multi-client environments. The systems being managed are in support of BlueNovo and its clients as well as the organizationrsquos internal IT equipment and software. The Help Desk Analyst is part of a team that supports Tier 2 and 3. This position will act as the primary support point of contact for all end-users and extended BlueNovo partners. MAJOR DUTIES AND RESPONSIBILITIES Provide first tier (Tier-1) support for user problems relating to hardware and software issues for local and remote users oA Tier 2 task is usually one that could not be completed or solved by a front-line support Person and has been escalated to Tier 2 further resolution. Tasks at this level may be completed with higher levels of system access. o Manage user requests by utilizing ticketing system to track tickets and provide timely status updates. o Provide technical support for desktop, laptop, software, printers, VoIP, Video Teleconference display systems, and analog and wireless technologies. o Resolve issues with Microsoft Exchange 200320082010 Server and Outlook clients. o Manage Active Directory network, which involves creating and modifying accounts and groups, modifying group memberships, establishing permissions, resetting passwords, and ensuring proper access to network resources such as mailboxes, file shares and printers. o Perform desktop and laptop imaging including hard drive recovery utilizing the recovery backup process for data retention. o Troubleshoot and resolve Virtual Private Network (VPN)SSL, RDP connectivity issues for remote users. o Inspect employee equipment and software periodically for adequate functionality including patches and updates o Complete on a timely-basis employee activations and deactivations and document the changes o Assist with on-boarding of all new users, including PC setup and deployment for new employees using standard hardware, images and software o Strict adherence to defined Helpdesk policies and procedures o Route and escalate non-Tier2 issues to respective responsible parties, conduct periodic follow-up and maintain resolution status Provide helpdesk support and resolve problems to the end userrsquos satisfaction o Monitor and respond quickly and effectively to requests received through the IT helpdesk o Maintain agreed upon quarterly satisfaction rating Utilize and maintain the helpdesk tracking software for all issue reported to the helpdesk, regardless of reporting mechanism. o Log, track, document and resolve incoming requests using the help desk software solution o Maintain detailed and accurate callticket logsreports and trouble tickets within helpdesk software and ensure accuracy of ticketing daily o Maintain agreed upon first call resolution rate Participate in ldquooff-hoursrdquo , weekend and on-call support on a rotation basis Other duties as assigned SKILLS AND ABILITIES middot Excellent oral and written communication skills Excellent customer service skills Excellent documentation skills Microsoft Networking (Printer Management, File Share management, Active Directory, IIS, IE, DHCP, DNS) middot Microsoft Exchange middot LANWANVPN middot Microsoft windows OS (various) middot Phone System and PBX middot Microsoft Office middot Strong computer skills middot Knowledge of privacy regulations and ability to maintain patient privacy in daily role middot Ability to work independently in a timely, organized, methodical manner middot Task oriented Applicant will need to travel between clients sites so need a car and valid driver's license. EDUCATION ANDOR EXPERIENCE Grad of Technical school or AA degree or BS degree A, MCP, CCNA, CCNP