Job Description Summary:The Moses/Weitzman Health System is a global leader addressing challenges faced by organizations caring for the poor and diverse populations, and is home to programs focusing on education, research, and process improvement support for safety net providers. The system delivers primary care to more than 150,000 patients in Connecticut, and extends access to specialty care for more than 2.5 million individuals across the U.S. It is a national accrediting body for organizations training advanced practice providers, and offers accredited education and training for Medical Assistants in multiple states. As an incubator for new ideas in areas including social justice, the environment, and social determinants of health, the MWHS is addressing challenges faced by providers caring for underserved communities, creating innovative and impactful initiatives led by nationally and internationally recognized experts. As it forges pathways into the future of primary care, the MWHS honors Lillian Reba Moses (1924-2012), a granddaughter of slaves, and Gerard (Gerry) Weitzman (1938-1999), whose ancestors escaped pogroms in Eastern Europe. Their vision and commitment to justice and equity in healthcare is the foundation upon which the Moses/Weitzman Health System was built.Job Description:Job DescriptionResponsibilitiesThe Service Desk Analyst role oversees all 1st & 2nd level support needs of the agency's desktops, laptops, mobile devices, network, telecommunications systems and all Microsoft based software. Responsible for managing the IT Service Desk's ticketing systems including escalation, prioritization and dispatching of staff for resolution and ongoing maintenance. Ensures adherence to service level agreements and KPI metrics and standards.The candidate will also oversee the IT onboarding and off-boarding process by managing the ordering, configuration, setup, and tracking of required devices, licenses, supplies, and software to ensure within the agreed upon time frames with CHC management. Strategy & PlanningAssist in developing long-term strategies and capacity planning in relation to on and off boarding requirements to support the agency growth and meet service level agreements within timeframes specified.Assist in the development of short-long term strategies for enhancing the Service Desktop operations and processes including the tools and software to support the growth of the agency Acquisition & DeploymentConducts research on products in support of equipment procurement and deployment efforts. Evaluates and recommends products for purchase to improve service delivery and reliability.Orders technical specifications for purchasing of PCs, laptops, desktop hardware and related products.Operational ManagementPerform on site analysis, diagnosis, and resolution of complex IT Hardware/Software problems, and recommend, document and implement corrective solutions, including offsite repair for remote users as needed.Train and mentor IT Service Desk staff on best practice and technology managementSupervises the building and updating of IT device images and related software updates across IT areas by working in coordination with Infrastructure, Security and Application teams in testing and validating builds prior to deployment.Install, configure, test, maintain, and troubleshoot end-user equipment and related hardware and software in order to maintain or exceed required service levels.Collaborate with Security, Infrastructure and Applications teams to ensure efficient operation of the company's computing environment.Receive and respond to incoming calls, pages, and/or e-mails regarding IT issues or problems in a timely mannerPrepare tests and applications for monitoring service desk and equipment performance, then provide performance statistics and reports.Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring Desktop/ laptop devices.Maintain and track inventory of all equipmentAccurately document instances of desktop equipment or component failure, repair, installation, and removal.When necessary, liaise with third-party support and equipment vendors.Maintain service levels agreements with CHC locations. Meet regularly with on-site managers to review performance to service levels agreed upon.Organize, track tasks and coordinate the service activities on a daily basisOrder and receive equipment and maintain inventory stock for repairs and maintenanceMaintain ticketing system to accurately reflect status of IT tickets, to improve service, efficiency, and reduce costsPerform other duties as assignedQualifications EducationAssociates (Required)Work ExperienceCustomer Service/Customer RelationsInformation Technology/Business IntelligenceSkillsHelp Desk Customer Service / TicketingOrganization Information:Location:Knowledge and Technology CenterCity:MiddletownState:ConnecticutTime Type:Full time