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Service Desk Analyst- Dunwoody, GA

ATH-Admin, Dunwoody, Georgia, United States of America Req #467
Tuesday, May 7, 2019
About Veritas Collaborative

Veritas Collaborative is a specialty healthcare system for the treatment of eating disorders. Providing a range of services for individuals of all ages, we offer inpatient, acute residential, partial hospitalization, intensive outpatient, and outpatient levels of care. Each patient’s care is individualized, evidence-based, and delivered in a gender-diverse and inclusive environment. Multidisciplinary treatment teams – made up of highly dedicated physicians, psychiatrists, dietitians, culinary professionals, therapists, nurses, education coordinators, administrative professionals, and skilled therapeutic assistants – aim to equip each patient and family with skills to continue recovery in the home environment.

Our Culture

We are a growing, mission-driven organization with a singular vision: a world in which all persons with eating disorders and their families have access to best-practice care and hold hope for a cure.

We expect a lot out of our employees; that’s why we hire people who share our passion for leaving the world a better a place than we found it. If you find yourself drawn to a stimulating, innovative environment, you’ll be happy you chose to work at Veritas Collaborative. We share a common belief that eating disorders are lethal, but they don’t have to be.

Join us, and help us save lives.
Under the supervision of IT leadership, responsible for providing desktop and business systems trouble-shooting and support. Applies moderate to advanced knowledge and skills of computer hardware and software to conduct thorough analysis and trouble-shooting processes to resolve incidents and problems reported by computer users. Performs diagnostic testing, analysis and optimization of all desktop devices and components. Evaluates, installs, configures, tests, and maintains workstation hardware and software including operating systems. Helps plan and coordinate localized Service Desk related projects. Serves as a primary support person between users and Information Technology.   Collaboration with business systems and technical services resources and all levels of Veritas staff is required.

Responsibilities:

  • Receives and documents work-orders, telephone calls, or emails from users having issues using computer hardware and software
  • Ensures appropriate priority is assigned to reported incidents and requests, and begins trouble-shooting process or re-assigns to appropriate support resources
  • Analyzes, troubleshoots, recommends, resolves, and documents solutions for moderate to complex incidents, problems, and support requests reported to the Service Desk
  • Provides timely responses and updates to ensure user customer satisfaction for reported incidents, support requests, questions & concerns – includes follow-up calls to ensure resolution and outstanding customer service
  • Identifies and escalates issues that are unable to be resolved including placing support calls to hardware or software vendors
  • Evaluates, installs, configures, tests, and maintains workstation hardware and software including operating systems to the most current approved levels – ensures all configurations and modifications are documented
  • Performs diagnostic testing, analysis and optimization of all desktop devices and components
  • Helps plan and coordinate localized Service Desk related projects and ensures team members are following established protocols and procedures
  • Utilizes moderate to advanced knowledge of desktop computer devices, operation systems, configurations, service desk support systems and tools, and other related support procedures
  • Helps maintain an inventory of all desktop computing components
  • Follows established Service Desk support policies and procedures
  • Helps provide 24 x 7 coverage for all IT services including on call support activities
  • Works with outside vendors to resolve problems and coordinate implementing solutions
Education:

  • Two plus years of experience supporting and trouble-shooting computer hardware and software systems within the Information Technology field
  • Healthcare or behavioral health experience highly desired.  Experience in other industries with high compliance requirements a plus
  • Demonstrated knowledge and experience with desktop computer devices, operating systems, configurations, diagnostic testing, service desk support systems and tools, and trouble-shooting processes and procedures
  • Graduation from an accredited two or four-year college or university with major course work in computer technology field preferred, or any equivalent combination of training and experience
  • Appropriate certifications and/or advanced desktop support knowledge

 

At Veritas Collaborative, all full-time employees are eligible for benefits, including: Medical, Dental, Vision, Disability, Paid-Time Off and 401(k).

Other details

  • Pay Type Hourly
  • ATH-Admin, Dunwoody, Georgia, United States of America