Helpdesk Analyst

Job Title: Helpdesk Analyst

Location: Oklahoma City, OK

FLSA Status: Non-Exempt

Job Summary

The helpdesk analyst position is responsible for the successful support of users’ IT equipment and environment and is part of the AlignRx IT team.

Essential Job Functions

  • Respond to IT help desk requests and monitoring system alerts promptly and effectively; escalate open issues when delays or problems are encountered.
  • Provide IT user administration support, including workstation imaging and deployment.
  • User training documentation creation and maintenance.
  • Printer and phone support.
  • Miscellaneous IT documentation.
  • Provide support for member pharmacies in IT-related tasks.
  • Project lead for miscellaneous projects as assigned.
  • Participate in project planning and meet project milestones and deliverables.
  • Document, design, development, changes, and support issues; track time and resources used.
  • Cross-train other associates in new and changed applications, and in relevant areas where you have expertise; find opportunities to cross-train in other associates’ areas of responsibility and expertise; provide backup and secondary support of other applications as needed.
  • Investigate the business processes in areas you work with to identify improvements and potential new IT tools or applications.
  • Identify opportunities for AlignRx to better serve its members and for the IT department to better serve its customers.
  • Provide IT system administration support backup, including network troubleshooting.
  • Other duties as assigned.
  • This position is normally Monday-Friday, 8-5 with lunch; however, this position also may assist in server upgrades and emergency downtime of servers, so occasional evening/weekend work may be required.

Minimum Qualifications

Required:

  • Degree in information technology, a related technical or management field, or equivalent experience, training, certification/s.
  • Minimum of two years’ experience in Windows 10+ administration.
  • Minimum of 2 years’ experience in MAC OS administration
  • Minimum of 3 years’ experience in user helpdesk support.
  • Experience working with small teams with individual project responsibility.
  • Must be located in the Oklahoma City, OK area, with occasional travel to data center, storage center, FedEx, or a public location meeting employees with equipment.

Preferred:

  • Experience with workstation imaging software.
  • Experience with network administration, monitoring, and troubleshooting.
  • Experience with physical infrastructure administration (electrical, telecom, UPS).

Additional Responsibilities

  • Perform other duties and projects as required by management.
  • Process and submit monthly and quarterly rosters for various PBM contracts for affiliation and terminations.
  • Respond to customer inquiries throughout affiliation process via email and phone.
  • Map and maintain PBM enrollment forms in the credentialing system.

Knowledge, Skills & Abilities

Required:

  • Knowledge of Windows domains and how they interact at the user/workstation levels.
  • Knowledge of how the operating system interacts with hardware, services vs programs, drivers, resource management.
  • Basic network familiarity – DNS, IP/subnets, netstat, nat, wireshark/tcpdump.
  • Basic registry hacking.
  • Basic database knowledge of tables, rows, fields, sql.
  • Excellent verbal and written communication skills.
  • Ability to complete multiple projects and meet deadlines.
  • Patience.
  • Ability to think abstractly.
  • Detail-oriented organizational skills.
  • Customer service.
  • Team player.

Preferred:

  • Group policy administration.
  • Knowledge of the low-level details of email format, routing.

Physical Requirements/Working Conditions

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to lift and carry general office equipment including but not limited to: servers, workstations, phones, printers, up to 80 pounds.
  • Must be able to operate general office equipment including but not limited to: computer, phones and related media and information devices.
  • Ability to communicate both in person and/or by telephone.
  • Must be able to conduct and participate in meetings.

 

NOTE: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.

AlignRx is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate unique differences of our employees, knowing diversity drives innovation and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by applicable laws or regulations.

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Helpdesk Analyst