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Help Desk Analyst I/II

Date: 08/07/2015

Description: The Help Desk Analyst II provides helpdesk support for hardware, software, telecommunications, and limited networking to Kern Health Systems employees. Responsible for the development and coordination of technical training for departments and the organization. This person provides mid-level support for incident/problem ticket resolution over the help desk, reviews outstanding and unresolved incident/problem tickets for follow up, and provides status and updates to the incident/problem submitter. The incumbent ensures an easy transition of incident/problem tickets that require escalation to the Systems or Network Administrators. Maintains, coordinates, and installs software and hardware based on user requirements. The Help Desk is responsible for the administration of the organizationís asset management system.

The Help Desk Analyst II, provides Tier-2 level support for incident/problem ticket resolution, and interacts with daily activities that require technical support at the end userís location. This position will provide mentorship to the Help Desk Analyst I or other KHS staff. The incumbent must be able to communicate both verbally and written in a concise and easily understandable manner. The position requires a solid understanding of the current Microsoft Windows operating system, Microsoft Office products, troubleshooting of layer one through four of the OSI model, general desktop applications support, document imaging, and computer hardware configurations. The Help Desk Analyst II must have experience in supporting problem resolution with network switches, data and voice wiring, personal computers, printers, scanners, copiers, and other typical office automation hardware.

Requirements: Associateís degree in Information Systems from an accredited school or equivalent; and two (2) years of paid computer support experience. Education can be substituted with computer support work experience on a year for year basis.  Proficiency must be demonstrated with desktop and peripheral installation, troubleshooting, and support. A+ certification preferred. Possession of valid driverís license and proof of State required auto liability insurance; Required Travel Up to 25%

Req# 319-15