IT Help Desk

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

Purpose

The Help Desk Analyst is responsible for the day-to-day maintenance and support of various systems, which includes workstations, printers, mobile devices, etc. The Analyst is also tasked in identifying and troubleshooting application issues and issues resolution or escalation. Responsibilities also include root cause analysis, management communication and client relationship management. Troubleshoots both software and hardware issues, as well as in-house applications and 3rd party applications. Ensures all production changes are made in accordance with Change Management methodology. The Help Desk Analyst will report to the Help Desk Supervisor.

Job Responsibilities

• Provides day-to-day support of the various platforms (hardware and software) to ensure system stability that meets the business needs and growth.
• Deploy the release of new technologies as well as install, configure, maintain, and perform testing of software and related utilities and hardware.
• Responsible for working on call multiple applications and business lines throughout the US.
• Participate and determine root cause for service failure and support escalation.
• Responsible for applying operation break fixes and other proactive maintenance activities to keep the services up and running.
• Responsible for evaluating and troubleshooting the issues reported by internal users and clients.
• Responsible for owning a specific production problem and provide active coordination between various groups including internal and external vendor support groups in resolving a specific problem.
• Escalation, coordination and communication with Infrastructure and Development teams.

Job Requirements

• Even temperament and ability to adapt.
• Associate’s degree in related discipline, or minimum of 3-years’ equivalent experience.
• Documentation skills.
• Excellent interpersonal, collaboration, problem solving skills, to work with all levels of employee within the organization.
• Strong organizational skills as to independently handle priorities to meet service levels and business requirements.
• Strong critical thinking skills; ability to focus and troubleshoot problems; coordinate and implement solutions.
• Strong working knowledge of IT hardware (PCs, Laptops, Smartphones, etc…)
• Intermediate to advance knowledge of Windows OS platforms (Win7, Win10, Mac OS)
• Experience in MS Administration (Active Directory, Office 365)
• Solid familiarity with VOIP services as well as accessories that come with the technology.
• Working know how of ticketing systems and knowledge based sharing platforms.
• Salesforce knowledge is a plus but not required.

Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.