Help Desk Analyst

Founded in 1982 as Joliet Area Community Hospice, Lightways Hospice and Serious Illness Care is an independent, nonprofit healthcare provider licensed in 11 counties in Illinois.  We provide exceptional serious illness care, hospice care and grief support for adults and children.

The majority of our direct patient care is in the field with Lightways team members providing care in the home, nursing facility or assisted living facility.  We also have a 24-bed inpatient unit in Joliet.  Non-clinical staff are based out of our Joliet administrative offices.

The Help Desk Analyst provides quality support responding to telephone calls and e-mails and then identifying, researching, and resolving technical problems with Microsoft Windows related software and PC Hardware.  Help Desk Analyst has a strong understanding of desktop operating systems as well as networking, Windows servers, and Firewalls.  Solid analytical and critical thinking skills are also essential. This role will also document problems, conversations, and solutions to create a log and knowledge base that can be referenced by other technicians and for training purposes.  This role will also be involved with setting up new employee equipment, ex. computers, desk phones, and mobile devices.  This position works four (4) days a week in the office with one (1) remote day per week. 

Must have ability to do on-call rotation which includes weekends and holidays

Responsibilities:

• Controls and administers hardware and operating software configurations.
• Ability and confidence to lead, make decisions independently and guide helpdesk operations when needed.
• Assists in the day-to-day operation of computer support, training/new-hire training, and special  projects.
• Monitors devices for proper operation, performance, diagnose hardware and software failures.
• Organizes hardware repairs with the appropriate vendors.
• Manages and tracks all IT assets.
• Manages and tracks all Terminations.
• Manages shipments and deliveries of IT equipment.
• Works with manufactures/vendors to resolve issues covered under warranty.
• Manages purchase orders and procurement of IT equipment.
• Makes, adds, deletes, and modifies changes to Service Desk application tool.
• Adds, maintains and document user for all services, including Active Directory and EMR (MatrixCare).
• Escalates problems to appropriate staff resources based on established guidelines and procedures. 

Education/Experience:

• Associates Degree in Information Technology or 5 years of hands-on IT experience. OR a combination of technology certifications such as CCNA, MCSA, A+, Network+, or similar.
• Familiar with project management systems
• Understanding of HIPAA rules and responsibilities
• Knowledge of Windows-based security
• Knowledge of Mobile Device Management
• Knowledge of SysAid Ticketing System.
• Knowledge of Apple Products.
• Strong verbal and written communication skills
  
• Must be able to lift up to 50 pounds

Benefits:

• 401(k) matching
• Health Insurance
• Dental Insurance 
• Vision Insurance
• Pet Insurance
• Personal Time Off
• Holiday Paid