IT Help Desk Analyst
WFH Flexible Winston Salem, NC Information Security
Job Type

Job Summary

Works closely with CIO and the IT team to provide professional IT service and assistance to EMSMC employees, remote users, business partners, clients, and vendors.

Major Responsibilities/Activities

  • Support the department with up-to-date knowledge regarding helpdesk activities and current department projects.
  • Maintain in-depth knowledge of all applications and IT-related processes.
  • Resolve user-reported problems that have been escalated by other staff using available tools and following procedures and policies.
  • Participate in major IT projects as needed, such as new infrastructure deployment.
  • Act as a liaison between clients and internal staff to assure accurate problem interpretation. Maintain communications with both parties during the problem resolution process.
  • Escalate problems and/or concerns to appropriate management in a timely manner.
  • Set up new hardware, software, and user access accounts in accordance with company standards.
  • Monitor and maintain hardware and software applications, including workstation operating systems, antivirus, and all business-related applications.
  • Participate in providing users with additional knowledge through planned classes, lunch/learns, etc.
  • Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations
  • Consistently support and demonstrate the company mission and values

Other Responsibilities/Activities

  • Keep Sr. Leadership team informed as requested
  • Involvement in special projects, committees as directed
  • Provide backup to other IT staff as needed


Required Education, Skills, & Experience

  • Minimum of 1-year experience supporting end-users in a help desk environment
  • Microsoft Server 2012 or higher
  • Active Directory Management/Group Policies
  • Microsoft Office365
  • Ability to learn, understand, and work within specific client requirements
  • Willing and able to adapt to changes in a work environment, procedures, priorities, and job duties
  • Willing and able to expand work hours to meet business needs, sometimes with little or no notice. This includes participation in the on-call rotation.
  • Excellent customer service skills
  • Strong verbal and written communication skills
  • Ability to function well within a cross-functional team setting and independently
  • Detail-oriented

Preferred Education, Skills, & Experience

  • Citrix (XenApp) and Remote Desktop Services
  • One or more of the following IT certification (A+, Network+, MCP, CCENT, VCP)
  • Understanding of network switching, VLANs and routing
  • VMware server management (4.1/5.5)
  • Working knowledge of HIPAA regulations, Medicare, Medicaid, insurance, liability, and tertiary payment methods

Working Environment/Physical Requirements

  • General office environment
  • Will be contacted after hours/weekends/evenings if IT problems arise; may need to respond to the office in person to address such problems
  • Frequent typing/data entry
  • Sitting for long periods of time, some standing
  • Lifting, carrying, squatting, bending, and/or crawling as needed to assist users, connect PC equipment, etc.
  • Use of basic office equipment such as PC, fax, printer, copier, telephone, scanner
  • Some travel required