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Help Desk Administrator at Amplity Health

Posted in Admin - Clerical 30+ days ago.

This job brought to you by Professional Diversity Network, Inc

Type: Full Time
Location: Yardley, Pennsylvania

Job Description:

Position Summary
The individual in this role will work within our help desk environment to provide support and solutions for Amplity's business units. The role will require technical skills for end user systems, devices and cloud based systems. They will need to track issues, alert others in the organization of trends, solutions and events that will impact the productivity of our end users.
Job Responsibilities:
The Help Desk administrator will work with all business units, support teams and technology groups' across the organization. They will collaborate with other team members to develop, implement and maintain the overall technology offering for Amplity. They will actively engage with with end users to solve problems, technology issues and to escalate problems as required.
In addition to day-to-day activities, the Help Desk Administrator will be involved providing input and collaborating on the future state solutions.
The Help Desk Administrator will:
Work directly with end users; either in person or remotely.
Support Desktop applications across multiple platforms (Windows, Mac, and Mobile).
Install new end user equipment using approved corporate processes and tools.
Track inventory
Ensure that Amplity's guidelines are adhered to when implementing solutions.
Diagnose and correct end user issues and problems; escalate issues for additional support (Level 3) as appropriate.
Help produce documentation regarding systems, applications and processes.
Support Amplity's end users and provide feedback on current tools with the goal of improving the current state.
Work with other Technology staff members to align information technology, business needs and solutions to meet our customer needs.
Utilize Amplity's enterprise systems to deliver services and solutions to its end users.
Provide support for the company's audio visual, teleconferencing and video conferencing systems.
Support Amplity's printing and faxing systems
Perform office, desk and personnel moves as needed.
Provide off hour support as required.
Qualifications &
Required Experience
Candidates must have at least 3 years of experience working in a professional technology role focusing on end user systems
Candidate should have experience working with a geographically dispersed team.
Experience working in a team environment
Experience in Windows desktop environments (Windows 8, Windows 10)
Experience in Apple technologies, including OS X, iPhone and iPad
Experience with Windows Server 2012, 2016
Working knowledge of Active Directory
Deep, broad-based technical fluency at a practitioner level in all aspects of information technology and end user systems
Advanced, high level proficiency of MS Office products (Visio, Word, Excel, Access, PowerPoint and MS Project)
Skills & Education
Additional requirements of the Help Desk Administrator role include:
Industry-standard certification such as Microsoft, Apple are a plus
Ability to work in a team environment and across multiple disciplines both internally and externally
Ability to interact with individuals across the organization and adapt style as needed for technical or non-technical audiences
Strong interpersonal skills, cultural sensitivity and ability to build effective relationships with internal business partners and external vendors
Able to quickly diagnose system deficiencies.
Detail-oriented, decisive and goal-oriented.
Experience supporting customer-facing solutions.
Excellent verbal and written communication skills
Performance Competencies
COMMUNICATION: excellent written and verbal communications, organized thought processes, polite and respectful of others, adapts presentations to the audience
ANALYSIS/PROBLEM SOLVING: thoroughly thinks out and evaluates alternatives, innovative problem resolution, pro-active approach, initiative to resolve problems
WORKLOAD MANAGEMENT: works with minimal direction and supervision, timely completion of projects, makes time for unplanned assignments, adapts to changing priorities
ETHICS AND INTEGRITY: perceived fairness; tolerance; honesty; consistent
DECISION QUALITY: Sets priorities consistent with company goals and focuses on high priority opportunities. Allocates resources (e.g. time, dollars) consistent with priorities. Takes appropriate action in conditions of uncertainty. Takes steps to understand external customer and/or internal client needs and translates this knowledge into effective decisions.
CREATIVITY: Creates new ideas and processes, and encourages others to try new approaches and takes risks. Consistently enhances performance by doing things that are unique and leading edge. Genuinely respects other points of view and opinions. Seeks and leverages differences in thought, perspective, and experience when developing approaches to issues and solving problems. Willingly embraces changes needed to adapt to new circumstances.