IT Help Desk Executive

GM Analytics Solutions, based in Gurgaon with an exclusive tie-up with US Healthcare company is currently seeking an experienced professional for the position of IT Help Desk Executive for US Support, willing to work in night shift.

Summary/Objective

The IT Help Desk Executive is responsible for the administration and operation of GMAS telephony and cloud applications. This role requires an in-depth knowledge of VOIP telephony, and cloud applications. Prior experience in Active Directory, Office 365, and SharePoint administration and related technologies. Candidate must be a self-starter and demonstrate experience managing projects to completion. Candidate must be self-motivated, well organized, and must have strong communications skills. This position may require some work beyond traditional business hours.

Candidates should be highly motivated to face the challenges of a rapidly growing organization and committed to service excellence.

Responsibilities include but are not limited to:

• Be the first point of contact for technical assistance.
• Provide technical support for Panoramic Health employees, clients, and contractors.
• Providing timely and accurate updates to stakeholders regarding the status of incidents and requests.
• Install, configure, maintain hardware and computer peripherals.
• Install, upgrade, maintain operating systems and computer software.
• Troubleshooting end-user networking and connection issues.
• Provide advanced troubleshooting of end-user hardware and software platforms, utilizing built in Microsoft internal tools and logging.
• System access management (login creation and management)
• Abide by, and enforce, all company policies including information security policies.
• Participate in IT strategic planning activities to help develop the I.T. roadmap.
• Offer creative/innovative workarounds, ideas, and solutions to technical and procedural challenges.
• Communicate clearly and professionally in both written and verbal formats.
• Create and document proper installation and configuration procedures when necessary.
• Support Microsoft Windows 10/11operating systems (installation, configuration, management, and troubleshooting)
• Support Microsoft 356 Suite of products.
• Extensive knowledge managing Microsoft Azure portal identity access management.
• Managing user access in various platforms.
• Adhering to Service Level Agreements, KPIs and Metrics outlined on the Service Desk.
• Reviewing system error logs and user-reported errors.
• Perform other job-related duties as assigned or as needed.

JOB REQUIREMENTS

Qualifications

• Bachelor's degree in Computer Science or Information Technology or 3-5 years of Proven work experience as an IT Service Desk Analyst.
• Knowledge of common operating systems, software applications, and remote connection systems. The ability to install, configure, support, and troubleshoot Microsoft Windows 10 and greater is a requirement.
• Ability to solve end-user hardware and software issues independently.
• Excellent interpersonal skills.
• Excellent written and verbal English language communication skills.
• Excellent documentation skills.
• Resourceful problem-solving.

Additional Qualifications:

• Networking and Telephony (ShoreTel/Mitel, Ring Central) Knowledge and experience are a plus.
• Experience with HIPAA security and privacy requirements is a plus.
• Experience managing, and data encryption solutions.
• Experience with managing workstation patching and anti-virus is a plus.

Competency Requirements:

• Must possess the following knowledge, skills, and abilities to perform this job successfully:
• Familiar with standard concepts, practices, and procedures within the field.
• Ability to work in a fast-paced, result-driven, and complex healthcare setting.
• Ability to meet strict deadlines and communicate timelines
• Takes a sense of ownership
• Capable of embracing unexpected changes in direction or priority.
• Excellent communication skills.
• Highly motivated to solve problems; proven troubleshooting skills and ability to analyze problems by type and severity
• This position may be modified to reasonably accommodate an incumbent with a disability. This job requires the ability to work with others in a team environment, the ability to accept direction from superiors, and the ability to follow GMAS policies and procedures. Regular, predictable, and dependable attendance is essential to the satisfactory performance of this job.

Work Environment:

• Requires occasional lifting and carrying items weighing up to 10 pounds unassisted.
• Providing remote assistance from a desktop computer, via Microsoft Teams, Zoom and telephone.
• Use of computer mouse requires repetitive hand and wrist motion.
• Time off may be restricted under certain circumstances such as special projects or high demand/low capacity situations.
• Regular reaching, grasping, and carrying of objects.

Contact:7428699980