AIT Cust Suppor Desk Analyst I

We need to output HTML fragment with sections: About the role (maybe from POSITION SUMMARY), Responsibilities (list of duties), Requirements (education, license, experience, skills), Benefits (if present), Pay (if present), Schedule (if present). Must not repeat job title. Must not include boilerplate like EEO, etc. Must preserve all substantive info. We need to parse the job description. Let's extract sections: POSITION SUMMARY: The Customer Support Desk Analyst I, role is to ensure proper computer/application operation so that end users can accomplish appropriate tasks. This includes receiving, prioritizing, documenting, trending and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require remote access to the desktop. This position will also be responsible for maintaining the functionality of the . This will include initiating, monitoring and documenting scheduled jobs, tasks and assignments. Note: there is a blank after "maintaining the functionality of the ." maybe missing word but we keep as is. EDUCATION: High school diploma or GED required. LICENSE/CERTIFICATION: A+ Certification preferred. EXPERIENCE: Knowledge of basic computer hardware, including applications required. Experience with desktop and server operating systems, including XP, AIX/UNIX preferred. Some knowledge of network required to help customers determine if they are connected. Working knowledge of a range of diagnostic utilities, including Go-to-assist preferred. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Capable of taking a call from a difficult customer and turning the situation around. Strong documentation skills. Ability to absorb and retain information quickly. Ability to present solutions and ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to work with 3rd party vendors when needed to open up manufacturer issue tickets, while maintaining tracking of initial call. PERFORMANCE EXPECTATIONS: list of duties. WORK ENVIRONMENT: description. REPORTING RELATIONSHIP: reports to InfoShare Operations Manager. Benefit Offerings: AtlantiCare offers eligible Full-time and Part-time team members the ability to participate in Medical, Dental, Vision, 401(k)/403(b), Life Insurance, Disability and other supplemental benefit programs. About Us Total Rewards at AtlantiCare Benefits: description of benefits. Pay Transparency: mention but no salary range given. Since no actual salary range, we should NOT create Pay section because posting does not state them. So we omit Pay. Schedule: Not mentioned explicitly. There's "Ability to work various shifts." That's schedule info. Could we create Schedule section? The rule: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state ability to work various shifts, which is schedule info. So we can include Schedule section with that statement. Benefits: we have benefit offerings described. So we include Benefits section. Now we need headings: About the role (maybe from POSITION SUMMARY), Responsibilities (from PERFORMANCE EXPECTATIONS), Requirements (education, license/certification, experience, skills), Benefits, Schedule. Possibly also Work Environment? Could be part of About the role or separate? The rule: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We can include Work Environment under About the role or maybe as its own? Not in list but we could incorporate into About the role. Better to keep sections minimal: About the role (summary + work environment?), Responsibilities, Requirements, Benefits, Schedule. We must not repeat job title. No Job ID. We must preserve all substantive info. So we need to include all bullet points from performance expectations as list items. Also include the earlier summary sentences. Let's extract performance expectations list: - Field incoming help requests from end users via telephone, voice mail, web and e-mail in a courteous manner. - Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. - Build rapport and elicit problem details from customers. - Prioritize and schedule problem for resolution. - Escalate problems (when required) to the appropriately experienced technician or support staff as needed. - Record, track, and document the customer support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. - Apply diagnostic utilities to aid in troubleshooting. - Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. - Identify and learn appropriate software and hardware used and supported by the organization. - Troubleshoot anti-virus software and error messages. - Test fixes to ensure problem has been adequately resolved. - Perform post-resolution follow-ups to help requests. - Evaluate documented resolutions and analyze trends for ways to prevent future problems. - Develop help sheets and frequently asked questions lists for end users. - Order and maintain inventory of supplies. - Install, relocate and uninstall hardware and associated cabling. - Maintain Standard Operating Procedures. - Maintain secure access to the . - Knowledge of Healthcare environments and the roles of staff and how they use computers a plus. - Ability to multitask while maintaining great customer service - Adheres to AtlantiCare and InfoShare Policies and Procedures. - Understands and practices the AtlantiCare Values and Customer Service Standards. - Performs other duties as assigned. Also earlier summary includes: receiving, prioritizing, documenting, trending and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require remote access to the desktop. This position will also be responsible for maintaining the functionality of the . This will include initiating, monitoring and documenting scheduled jobs, tasks and assignments. We can incorporate those into About the role paragraph. Now Requirements: Education, License/Certification, Experience (including knowledge, skills). We'll combine into a list. Education: High school diploma or GED required. License/Certification: A+ Certification preferred. Experience/Knowledge: Knowledge of basic computer hardware, including applications required. Experience with desktop and server operating systems, including XP, AIX/UNIX preferred. Some knowledge of network required to help customers determine if they are connected. Working knowledge of a range of diagnostic utilities, including Go-to-assist preferred. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Capable of taking a call from a difficult customer and turning the situation around. Strong documentation skills. Ability to absorb and retain information quickly. Ability to present solutions and ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to work with 3rd party vendors when needed to open up manufacturer issue tickets, while maintaining tracking of initial call. Also maybe include "Ability to work various shifts" under Schedule. Now Benefits: AtlantiCare offers eligible Full-time and Part-time team members the ability to participate in Medical, Dental, Vision, 401(k)/403(b), Life Insurance, Disability and other supplemental benefit programs. Then About Us Total Rewards: list: Generous Paid Time Off (PTO), Medical, Prescription Drug, Dental & Vision Insurance, Retirement Plans with employer contributions, Short-Term & Long-Term Disability Coverage, Life & Accidental Death & Dismemberment Insurance, Tuition Reimbursement to support your educational goals, Flexible Spending Accounts (FSAs) for healthcare and dependent care, Wellness Programs to help you thrive, Voluntary Benefits, including Pet Insurance and more. Benefits offerings may vary based on position and are subject to eligibility requirements. We'll combine into a Benefits section with list. Schedule: Ability to work various shifts. Now we need to output HTML fragment with

headings and

• for lists,

  for prose. We must not include any markdown fences. Let's craft:

  About the role

  The Customer Support Desk Analyst I ensures proper computer/application operation so that end users can accomplish appropriate tasks. This includes receiving, prioritizing, documenting, trending and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require remote access to the desktop. The position is also responsible for maintaining the functionality of the , including initiating, monitoring and documenting scheduled jobs, tasks and assignments.

  Work environment: Potential for exposure to the hazards and risk of the hospital environment on an occasional basis, including exposure to infectious disease, hazardous substances, and potential injury. Works with such equipment as computer terminal, fax machine, copier, and telephone. This position requires repetitive motion, fingering, hearing, pushing, reaching, reading, calculating, seeing, speaking, standing, and walking a majority of the time. May have prolonged periods of sitting.

  Responsibilities

  • Field incoming help requests from end users via telephone, voice mail, web and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from customers.
  • Prioritize and schedule problem for resolution.
  • Escalate problems (when required) to the appropriately experienced technician or support staff as needed.
  • Record, track, and document the customer support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Troubleshoot anti-virus software and error messages.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Develop help sheets and frequently asked questions lists for end users.
  • Order and maintain inventory of supplies.
  • Install, relocate and uninstall hardware and associated cabling.
  • Maintain Standard Operating Procedures.
  • Maintain secure access to the .
  • Knowledge of Healthcare environments and the roles of staff and how they use computers a plus.
  • Ability to multitask while maintaining great customer service.
  • Adheres to AtlantiCare and InfoShare Policies and Procedures.
  • Understands and practices the AtlantiCare Values and Customer Service Standards.
  • Performs other duties as assigned.

  Requirements

  • High school diploma or GED required.
  • A+ Certification preferred.
  • Knowledge of basic computer hardware, including applications required.
  • Experience with desktop and server operating systems, including XP, AIX/UNIX preferred.
  • Some knowledge of network required to help customers determine if they are connected.
  • Working knowledge of a range of diagnostic utilities, including Go-to-assist preferred.
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Capable of taking a call from a difficult customer and turning the situation around.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.