Desktop Support Analyst

BAYADA Home Health Care is dedicated to keeping people safe at home with comfort, independence, and dignity. Since 1975, caring for people at home has been our passion and gives meaning to the work we do each day. Values-based and mission driven, BAYADA is on its way to realizing its vision of helping millions of people worldwide experience a better quality of life at home. 

POSITION SUMMARY:

Responsible for providing BAYADA Home Health Care’s employees with PC hardware, operating systems, infrastructure and applications technical support. A self-starter who has the appropriate technical and customer service skills to provide first class hardware and systems support.

MINIMUM QUALIFICATIONS:

• Exemplifies characteristics of The BAYADA Way: compassion, excellence and reliability.
• Four (4) year college degree.
• Minimum two (2) years Help Desk support experience.
• IT industry certifications a plus.
• Ability to troubleshoot issues to resolution via the telephone and quickly learn new technologies.
• Strong knowledge of Microsoft Windows, Domain Environments, Group Policies, Exchange, Office Suite and networking protocols.
• Experience configuring and troubleshooting PC hardware and applications.
• Experience in and the ability to support the following network protocols, operating systems, hardware and software: TCP/IP, DNS, DHCP, VPN, desktops and laptop hardware, LaserJet, Desk Jet and Multifunction printers, Print Servers, VPN routers, DSL and cable modems, patch panel, switches, etc., Windows Operating System, Word, Excel, Outlook, Outlook Web Access (OWA), PowerPoint, Access, Publisher, Adobe Reader, Internet Explorer, Anti-Virus software, Citrix and Accuterm.
• Ability to provide remote assistance utilizing remote desktop support tools.
• Excellent analytical and problem-solving skills.
• Excellent organizational, written, and oral communication skills.
• Committed to providing excellent customer service in a fast paced, multi-tasking environment.
• Demonstrated record of strong interpersonal skills.
• Competence in basic PC skills required to perform job functions.
• Ability to read, write and effectively communicate in English.

PRIMARY RESPONSIBILITIES:

• Demonstrate and communicate the core values of BAYADA Home Health Care and The BAYADA Way.
• Provide Hardware, Systems and Network Support to all BAYADA offices and employees.
• Respond to Technical Support calls concerning a wide variety of technical issues. Troubleshooting of issues to resolution for the following:
  • Desktop and Laptop PCs
  • Microsoft Operating Systems and images
  • Windows Active Directory and Heroes domain environment
  • Software installation and troubleshooting
  • Routers, Switches, and Modems
  • Virus protection and system security
• Documentation of calls in the Information Technologies call tracking database. Including detailed description of all communications with users, including all follow-up and documented resolutions.
• Assist with the deployment of desktop hardware and software in the BAYADA’s infrastructure (e.g., domain integration, proper virus protection, appropriate software installed, proper data backup, Citrix clients, System Management agents, Anti-Virus Software, etc.).
• Works closely with other members of the Desktop team to solve complex problems and escalate to senior team members or management when appropriate.
• Achieve and maintain Hardware Manufacturer’s warranty support certification in order to provide break fix support for our BAYADA hardware. Escalate to Vendor’s warranty parts dispatch when required.
• Assist with the configuration and installation of printers, scanner, and multi-function copiers.
• Working knowledge of the BAYADA BayBox file and print servers and Windows Domain servers. Ability to work with our customers to complete hardware installations and Windows Domain migration.
• Ability to troubleshoot, analyze and document TCP/IP network troubleshooting issues. Provide support to our offices in order to resolve networking issue and/or escalate appropriately.
• Research and duplicate difficult configuration, compatibility, or product defect issues and escalate when appropriate.
• Working knowledge of the BAYADA System Management appliance. Ability to deploy and troubleshoot software managed installations and scripts to the existing BAYADA computer inventory.
• Working knowledge of the BAYADA’s Anti-Virus enterprise software protection suite. Assist troubleshooting virus detections and remediation strategies.
• Utilize the BAYADA Remote support appliance to remotely access to our PCs and Laptops.
• Assist managing the BAYADA hardware and software inventory and licensing. Alert the Desktop and Office Support Services teams of any discrepancies.
• Provide support to onsite technicians/contractors when required.
• Support BEARS at home access for BAYADA staff working remotely.
• Demonstrate solid performance or exceed performance standards in key job dimensions/attributes as defined on the Performance Appraisal for Office Staff.
• Perform related duties, or as required or requested by supervisor.

WHY CHOOSE BAYADA?

• Base Pay: $23.48 – $28.84 / hour depending on qualifications
• BAYADA offers a comprehensive benefits plan that includes the following: Paid holidays, vacation and sick leave, vision, dental and medical health plans, employer paid life insurance, 401k with company match, direct deposit and employee assistance program
• To learn more about BAYADA Benefits, click here.