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Job ID: 64984
Facility: Catholic Health System
Department: Information Technology
Position Type: Full-time
Location of Facility: Buffalo, NY, United States



Position Title

Help Desk Analyst I - Information Systems (Catholic Health)

Position Overview

Help Desk Analyst I - Information Systems (Catholic Health): The position requires basic understanding of PC hardware/software, general knowledge of broadband or network connectivity and electronic health records. Will provide technical assistance to resolve issues related to computer hardware and software, including printing and operating systems. Must have good customer service and teamwork skills, a positive attitude, good judgment, technical and analytical aptitude, and be dependable and respectable. Will interact with end users to diagnose problems and implement solutions, thoroughly document IT problems using Remedy, escalates issues when needed, and supports systems security and standards. Work with other helpdesk members to ensure adequate coverage is provided.

REPORTS TO: Lead Help Desk Analyst and Application Programmer Analyst II

SUPERVISION: Lead Help Desk Analyst provides assignments, determines the objectives and priorities and assists employee with unusual work situations. Procedures for the job are general, and work is supervised by either Lead Help Desk Analyst, or HD Analyst II or III.

SUPERVISORY RESPONSIBILITIES: N/A

SKILL AND EDUCATIONAL REQUIREMENTS (MINIMUM):

Education
High school education or equivalent required

Experience
Requires 3- 6 months of technical customer service experience, or equivalent combination of experience and college level education.

Knowledge, Skill and Ability
Must have:
· Good customer service and teamwork skills
· A positive attitude
· Good judgment
· Technical and analytical aptitude
· Be dependable and respectable


Confidentiality
· Employee has regular access to confidential data, which if revealed could have a negative internal and external effect.

WORKING CONDITIONS:

Environment
· Normal heat, light space, and safe working environment; typical of most office jobs.

Physical Effort
ACTIVITY & STRENGTH: (SEDENTARY)
Low Lift (floor to knuckle): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Mid Lift (knuckle to shoulder): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
High Lift (shoulder and above): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Full Lift (floor to shoulder): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Carry: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Push: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Pull: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Overall Strength Category: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)

Dictionary Of Occupational Titles
Constant (C) 67-100% Workday
Frequent (F) 34-66% Workday
Occasional (O) 0-33% Workday
Not Present (N)

Activity - Job Demand
Walk – Occasional
Climb Stairs – Occasional
Stoop – Occasional
Kneel – Occasional
Crouch – Occasional
Reach (immediate) – Frequent
Reach (overhead) – Occasional
Handling – Frequent
Fingering - Frequent
Sitting – Frequent
Standing – Occasional
Push Cart - Occasional
Pull Cart - Occasional

INTERNAL/EXTERNAL RELATIONSHIPS
INTERNAL: Includes regular contact with employees and customers to share and receive information.
EXTERNAL: Includes regular contact with vendors to share and receive information.

Additional Information

Days/Eves/Nights with Weekend and Holiday Rotation
Hours:8
Job Grade:N12
Union Job:No




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