• Senior Helpdesk Analyst

    Location US-CO-Woodland Park
    Job ID 2019-1623
  • Overview

    At Connect America We Save Lives by Providing High-Quality Emergency Response Systems and Telehealth Services to Adults who Trust Us to Keep them Safe and Sound.


    Connect America is the largest independent provider of medical alarms in the Consumer segment and the fastest growing provider in the Healthcare segment.  We offer a broad range of at-home or on-the-go medical alarm and telehealth solutions to consumers, hospitals, home healthcare agencies, and healthcare professionals nationwide. 


    We listen to our customers to determine the safest solution for their needs. We treat all customers and team members ethically and respectfully, creating relationships built on trust.  We work as positive team members, developing customer solutions in a collaborative manner. We know that customers and team members are counting on us to contribute, we deliver what’s expected from us!


    Our Company is headquartered close to the City of Philadelphia, in Bala Cynwyd, PA.


    Voted 2019 Best Place to Work by Philly Happening Magazine!


    All candidates must successfully pass drug and criminal background checks and we participate in the E-Verify program in our hiring practices to achieve a lawful workforce.  Connect America is a drug-free workplace and an Equal Opportunity Employer.


    The Senior Help Desk Analyst is responsible for the day-to-day maintenance and support of various systems, which includes workstations, printers, mobile devices, etc. The analyst is also tasked in identifying and troubleshooting application issues and issues resolution or escalation. Responsibilities also include root cause analysis, management communication and client relationship management. Troubleshoots both software and hardware issues, as well as in-house applications and 3rd party applications. The analyst must be customer-oriented and patient to deal with customers. The aim for our department is to create value for clients that will help preserve the company’s reputation and business.


    Job Responsibilities


    • Conduct computer diagnostics onsite and remotely to investigate and resolve problems
    • Trouble shoot and resolve systems-related issues in real time to minimize operational down time
    • Provide expert support for laptops, desktops, and remote access technologies as well as provide support as required regarding hardware, software, smart phone, and remote access
    • Manage user account setup and administration in Active Directory
    • Provide basic server and administration support for daily operations in a Windows environment
    • Diagnose and resolve Level I and Level II technical problems with computer hardware, networking and software
    • Install and configure PC hardware and software at end user workstations and test for correct operation
    • Train and assist users in the use of personal computers, peripheral devices and software to resolve issues and increase productivity
    • Log PC software bugs and search for solutions via information resources and upgrades available on the internet and/or direct communication with software vendors
    • Implement approved solutions to achieve increased user efficiency using approved tools and techniques
    • Communicate with vendors and 3rd parties to ensure timely and satisfactory completion of tasks
    • Collaborate effectively with staff and management
    • Maintain constant familiarity with and constantly abide by the Security Procedure Directives
    • Provide procedural training as needed
    • Promptly handle tickets assigned by System, Network and Infrastructure Administrators / Help Desk Manager
    • Work closely with System, Network and Infrastructure Administrators / Help Desk on assigned projects
    • Help coordinate onsite deployments/visits and travel as requested.
    • Assist in managing the domain controller and its users
    • Work overtime as necessary


    Job Requirements


    • Even temperament and ability to adapt and work independently.
    • Minimum 3 years helpdesk experience
    • Documentation skills.
    • Proven experience as a help desk technician or other customer support role
    • Excellent interpersonal, collaboration, problem solving skills, to work with all levels of employee within the organization.
    • Strong organizational skills as to independently handle priorities to meet service levels and business requirements.
    • Strong critical thinking skills; ability to focus and troubleshoot problems; coordinate and implement solutions.
    • Strong working knowledge of IT hardware (PCs, Laptops, Smartphones, etc…)
    • Intermediate to advance knowledge of Windows OS platforms (Win7, Win10, Mac OS)
    • Experience in MS Administration (Active Directory, Office 365)
    • Solid familiarity with VOIP services as well as accessories that come with the technology.
    • Working know how of ticketing systems and knowledge based sharing platforms.
    • VMware knowledge is a plus


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed