PC/LAN Analyst II in Little Rock, AR at Beacon Health Options

Date Posted: 9/6/2019

Job Snapshot

Job Description

About the Position:

The PC/LAN support Technician II is a key member of the IT team and will be primarily responsible for supporting the end user technology environment at Beacon Health Options. Exceptional Customer Service skills are required. The incumbent will directly support VIP staff and team members. This includes, but is not limited to, maintenance and management of company desktops, notebooks, mobile devices, IP phones, printers, servers and other office equipment and related software. In addition, this individual will participate in the implementation of new hardware and software including the installation and configuration of MS applications on the end user computers. Minimum 3 years IT Desktop Services/LAN support experience required. Experience providing support to business community users up to senior executive level. In-depth knowledge of Windows operating systems – 7, Windows 10. Working knowledge of Windows Server 2008/2012 preferred.

In-depth knowledge of and experience working with MS Office Suite (2013, 2016, Office 365), Adobe (multiple versions), and other desktop applications (WebEx, and other collaboration tools). Thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, printers, scanners and other peripheral devices. Experience using PC support tools such as SCCM, LANDesk, WebEx, Zoom and Dame Ware preferred. Lync/Skype 2013.2016 experience required.

Active Directory administration and account management experience required. Thorough knowledge of security enhancement/monitoring products for PC and laptop environment.

ITIL v3 certification preferred.

Familiarity with the AVAYA Aura telephony suite preferred

Incident management and Problem management experience highly desired. Must have excellent customer service skills and background

Position Responsibilities:

  1. Troubleshoot and resolve issues with desktop hardware and software pertaining to systems operations.
  2. Troubleshoot and resolve issues with desktop hardware and software pertaining to LAN connectivity.
  3. Maintain and perform hardware set up, proper configuration and system modifications to assure high availability and performance.
  4. Installing and setting up office/cubes for new and existing employees, relocating phones, and troubleshooting outages.
  5. Escalate unresolved problems to staff with specific expertise, such as developers, network or system engineers, and database administrators in a timely manner.
  6. Collaborate effectively with helpdesk team members and other IT technicians to resolve and document issues.
  7. Create and update standard software loads for a variety of desktop systems.
  8. Physically move and re-establish desktop systems and servers as required.
  9. Assist LAN, WAN or the Systems Engineer as required.
  10. Troublshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools.
  11. Administering telephone extensions and installing AVAYA phones
  12. Creation and administration of voicemail boxes on the AVAYA Aura Messaging platform
  13. Responsible for creation end user accounts in the NICE call recording platform
  14. Communicate technical issues to Corporate IT staff as needed.
  15. Perform other job related duties as dictated by business needs.
  16. Provide training to onsite and remote users.
  17. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
  18. Install, administer, troubleshoot, and maintain LAN, PC and peripheral equipment.
  19. Work with vendors and internal support contacts to resolve technical problems with desktop equipment and software.
  20. Create and maintain documentation on IT processes.
  21. Track and maintain inventory and stock of PC/LAN equipment in order to meet business needs.
  22. Out-of-hours on-call responsibilities.
  23. Additional job duties and responsibilities as necessary.

Position Requirements:

Education: An Associate’s Degree in Computer Science or a related field.  Three years of equivalent experience will be considered in lieu of degree. 

Licensure: Industry Certification(s) preferred but not required. ITIL Foundations Certification/Education preferred.

Relevant Work Experience: Minimum of three years of work experience in an End User Technologies’/IT Help Desk position is required.

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email (@BeaconHealthOptions.com). Only candidates who have applied for an open position through our Careers page (careers.beaconhealthoptions.com) will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.