Computer Helpdesk Analyst

Computer Support Helpdesk Analyst – Summa Health

Location: Summa Health Corporate Office – 1077 Gorge Blvd, Akron, OH 44310

Schedule: Full‑time / 40 hours per week

As a member of the Computer Support Helpdesk Team, the Customer Support Helpdesk Analyst is the first responder to IT related problems/inquiries reported by computer end users for systems used throughout the organization. The analyst acts as the customer‑facing ambassador of IT & S, working with customers to accurately and concisely document issues and resolutions, performs initial troubleshooting and remediation activities, alerts second‑tier support for more complex problems, logs and tracks tickets in the IT Service Management platform, coordinates needed resources, and contributes to the knowledge base.

• Formal
  
  Education Required:
  
  
• Associate’s degree in computer science or related field, or equivalent combination of education and/or experience.
• Certificates in computer/networking field preferred.
• Experience & Training
  
  Required:
  
  
• Two (2) years of experience working in a large IT network environment (over 2,000 users) or equivalent education.
• Or completion of 6‑month internship with Summa Health’s Information Technology Services Department.
• Other Skills, Competencies and
  
  Qualifications:
  
  
• Proficient with Windows operating system.
• Proficient with end‑user computer equipment.
• Two (2) years’ experience with computer Helpdesk call‑tracking systems.
• Good working knowledge of iOS devices.
• Good knowledge of Microsoft Office Suite and web‑browsing applications.
• ITIL Foundation training preferred.
• Working knowledge of a virtualized environment.
• Analytical skills to evaluate hardware and software problems and to formulate and execute resolution plans.
• Ability to monitor personal work assignments and complete them within set timelines.
• Engages additional support from technical staff or management to accomplish objectives effectively.
• Establishes and maintains harmonious working relationships with those contacted during work.
• Cites hardware, software, security, and Internet policy to end users and refers them to appropriate resources.
• Works independently within work‑queue boundaries and timelines.
• Works well within a team environment.
• Assumes accountability for demonstrating behaviors consistent with customer‑service policy.
• Effectively interacts with populations of patients/customers with an understanding of their needs for self‑respect and dignity.
• Level of Physical Demands:
• Medium:
  Exerts 20‑50 pounds of force occasionally and/or 10‑25 pounds of force frequently, and/or a negligible amount of force continuously to move objects.

Salary: $23.75/hr – $28.49/hr the salary range displayed is base pay only; bonuses or differentials are not included. Factors such as relevant experience and geographic location are considered. Pay equity is important; internal equity among current team members is also considered.

Summa Health offers a competitive and comprehensive benefits program, including:

• Basic Life and Accidental Death & Dismemberment (AD&D)
• Supplemental Life and AD&D
• Dependent Life Insurance
• Short‑Term and Long‑Term Disability
• Accident Insurance, Hospital Indemnity, and Critical Illness
• Retirement Savings Plan
• Flexible Spending Accounts – Healthcare and Dependent Care
• Employee Assistance Program (EAP)
• Identity Theft Protection
• Pet Insurance
• Education Assistance
• Daily Pay

Equal Opportunity Employer/Veterans/Disabled