Help Desk Analyst

• Corporate - Corporate IT
• $20.48 - $27.52
• Hourly
• Full Time

Position has been filled effective 9/9/2024

About Piedmont Health Services

Piedmont Health Services, Inc. (PHS) is a 501(c)(3) nonprofit and Federally Qualified Health Center (FQHC) in North Carolina. Dedicated to delivering top-tier, accessible, and inclusive primary healthcare, PHS has proudly served for 54 years and remains the largest community health center in central NC. Operating 10 Community Health Centers, two PACE (Program of All-Inclusive Care for the Elderly) SeniorCare facilities, and 2 Mobile Health Units, PHS extends its services to residents across five counties, including Alamance, Caswell, Chatham, Orange, and Lee. 

What's an FQHC?

Federally Qualified Health Centers (FQHC) are community-based healthcare providers that receive funds from the Health Resources and Services Administration (HRSA) Health Center Program to provide primary care services in under-served areas.

Job Title – Help Desk Analyst

Department - IT

Reports to – IT Manager

Benefits - 

• Medical, Dental, Vision, Life Insurance (Short & Long Term Disability)
• 403(b) Plan
• Paid Holidays
• CME (Continuing Medical Education)

About Position: Provide support to PHS staff and individuals using PHS applications.  Troubleshoot computer problems determining the source of the problem and advise on appropriate corrective action.  Complete documentation of problem logs.  Set up computer hardware, install computer applications, and set up individual applications so that the end user has appropriate access to these applications. Must work with other analysts and engineers to ensure the computers and peripherals are working correctly for our staff.

• Work Location: PHS Corporate Admin Office
• 88 vilcom Center Drive, Suite 110, Chapel Hill, NC 27514
• Schedule: Monday – Thursday:11AM-8PM, Friday: 8AM-5PM
• Required Travel: None

Duties/ Responsibilities – 

• Answer PHS staff question in person, via the phone or VNC  and like technology on all company supported hardware and applications.  Currently the PHS applications include Centricity, Dentrix, QS/1, email, Microsoft Office Products, SonicWall Global VPN client, Adobe Acrobat Capture, ADP, MIP, WIC HSIS, Docutrack, Lync and Biscom.
• Troubleshoot computer and software problems including determining the source of the computer problem (hardware or software)
• Advise staff on appropriate corrective action
• Serve as liaison between staff and other IT staff to resolve issues
• Document resolutions of problems in the ticketing system.
• Maintain an average of 20 tickets per day while meeting our target SLA numbers
• Maintain a quick response and solution to match the companies published SLA
• Work on application projects such as updating software, loading upgrades.
• Perform hardware and software installations
• Image workstations as needed
• Able to terminate and test CAT 5/6 cable
• Provide training for new and present employees for specified applications
• Provide training for new and present employees on hardware
• Perform other duties as assigned

Qualifications – 

• Working knowledge of MS Windows computers, laptop repair, wireless networking, printer repair, and modifying users in Active Directory.
• Excellent communication skills along with detailed problem solving skills. 
• Ability to learn software programs.
• Knowledge of Citrix and workstation Imaging is helpful.
• Ability to communicate detailed information in both technical terms and in lay person language.

Education: Comp TIA "A+" Certification or equivalent and either Associates in computer related field or 1 year of Help Desk experience.

Required:

• frequent sitting for long periods, operation of standard office machines and computer.
•  May require lifting of up to 25 pounds. 
• Requires eye-hand coordination and manual dexterity.
• Requires the use of office equipment, such as computer terminals, telephones or copiers. 
• Requires normal vision range. 
• Work is performed in an office environment. 
• Traveling to various Piedmont  sites will be required. Contact with staff and external clients/vendors.

Preferred:  None

Current/valid License: None

Immunizations:

Pay Range - $20.48 - $27.52

EEO Statement

Piedmont Health Services, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

DEI Statement

Piedmont Health Services, Inc. (PHS) endeavors to maintain an inclusive workplace, one that is reflective of the patient population that we serve and the individuals whom we employ. We strive to incorporate inclusiveness throughout our work culture, including the way that we recruit, support, and retain employees. We believe that having employees from diverse backgrounds, cultures, and experiences is an asset. It helps us to view the world through different lenses embodying the perspectives, opinions, approaches, and values that our employees bring to work daily. In fact, inclusion is woven into the very fabric of our work life, which allows our employees to perform at their highest possible potential.