Help Desk Analyst I

At Centerstone, our mission is delivering care that changes people’s lives. For over 60 years, Centerstone has been providing community-based behavioral health care, substance-abuse treatment and therapeutic foster care services across the U.S. We’re committed to bringing passionate and customer experience-focused individuals to help us continue to provide the best care to our communities. If you think you’re a good match to join our organization, please review the career opportunity below and submit your application. We look forward to hearing from you!

Job Description:

Job Title: Help Desk Analyst Status: Exempt or Non Exempt

Date Prepared: 9/30/2020

Program: Location: Remote Position

Supervised By: Manager of Help Desk Support

Job Qualifications:

Required Qualifications :

• High school diploma or general education degree (GED)
• 1-3 years of related experience and/or training
• OR – a combination of education and experience

Required Traits

• A welcoming and positive personality
• Ambitiously pursue growth
• Extensive communication skills (both written and oral)
• Team-oriented through a virtual environment
• Independent
• Problem Solving skills
• Quick learner
• Prioritization
• Lead and mentor staff
• Intuitive
• Deductive reasoning

Preferred skills/knowledge :

• Proficient use of MS Windows Applications (Excel, PowerPoint, Word, etc.)
• Experience in Active Directory
• Basic IT Troubleshooting Experience
  • Password resets, understanding of a ticketing system, etc.
• Customer Service Experience
• Bachelor’s degree or IT certifications

Summary of Job:

This is a customer-service oriented position that offers level 1 technical support for internal employees. The Information Technology department serves more than 4000 employees. As a help desk analyst, you provide the initial contact for all employees looking for technology support. You will often deal with ambiguity and eccentricities. With this, it is expected to rely on internal and external sources to answer, evaluate, prioritize, and delegate incoming requests. In working remote, a candidate must be able to quickly grasp concepts and produce independent results. Team work is also essential in learning and providing troubleshooting answers. All requests must be answered in a time-efficient manner or escalated to the appropriate department with the proper information. All requests are expected to have detailed documentation based on oral or written conversations. An analyst is expected to author and update solutions in our knowledge-based websites (ServiceDesk and Wiki). As a Centerstone employee, you will have access to confidential information and will adhere to protecting, securing, and proper handling of that data. Regular and reliable attendance is required. All employees need to embody the Centerstone mission.

Essential Duties and Responsibilities:

• Troubleshooting various issues.
• Answering phone calls and troubleshooting or gathering the proper information
• Escalate to the correct department based on the request
• Prioritize and respond to all tickets
• Communicate effectively
• Provide time-efficient service
• Documenting incidents and their resolutions to develop a viable knowledge base
• Create tickets with valuable material
• All other duties as assigned

Supervisory Responsibilities for: N/A

Compliance requirement for annual completion of KPI forms

Regular and Reliable Attendance is required

Other Duties and Responsibilities:

Position Mission:

The IT Help Desk mission is to deliver information technology support in an efficient, effective, and timely manner to enable Centerstone to deliver care that changes people’s lives. A Centerstone employee should adopt Centerstone’s Noble Purpose: Delivering care that changes people’s lives.

All other duties as assigned.

Physical Demands:

Percentage of Time/Frequency

Standing

Optional

Squatting

0

Kneeling

0

Bending

0

Sitting

Optional

Driving

0

Lifting

up to 0 lbs.

Time Type:

Delivering Care that Changes People's Lives starts with our employees. As a Centerstone employee there are many perks to enjoy. Below are just some of the great benefits you might be eligible for with Centerstone.

• Health & Wellness
  • Medical Coverage
  • Dental Coverage
  • Vision Coverage
  • Flexible Spending Account
  • Health Savings Account
  • Short Term Disability
  • Long Term Disability - Company Paid
  • Wellness Programs - Company Paid

• Financial Wellbeing
  • Competitive Compensation Packages
  • Life Insurance - Company Paid
  • Accidental Death & Dismemberment Insurance - Company Paid
  • 403b Retirement Plan with Company Funded Matching
  • Retirement and Financial Planning Services
  • Employee Discounts including Dell Computers, Verizon Wireless, Liberty Mutual, Costco, and Enterprise Rent-a-Car
  • Loan Forgiveness options through federal programs (National Health Service Corps & Public Service Loan Forgiveness)
• Career Development and Growth
  • At Centerstone training is one of our highest priorities. We provide company paid professional training for various skills, certifications, and continuing education
  • Opportunities for growth and movement - We encourage our employees to consider new growth opportunities with us and have a 5 state footprint for those looking to relocate geographically
  • Centerstone Research Institute and Center for Clinical Excellence teach provide staff with industry best practices and processes
• Work Life Balance
  • Paid Time Off - Generous PTO for Vacations, Illness, Personal Days, Etc. (Paid Holidays)
  • Flexible Work Schedules to promote a Healthy Work Life Balance
  • Employee Assistance Program - assists employees with personal problems and/or work-related problems that may impact their job performance, health, mental and emotional well-being

Centerstone is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, disability, sexual orientation, marital status, or protected veteran status.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our beliefs toward diversity and inclusion.

Our approach to diversity is simple—it’s about embracing everyone. Together, we continue to develop an inclusive culture that encourages, supports and celebrates the diverse voices and experiences of our employees. It powers our innovation and connects us closer to each other, to our clients and the communities we serve. We strive to create a workplace that reflects the growing world around us, and where everyone feels empowered, safe and welcomed.