Helpdesk Analyst - Level 1

Company Overview:

NHS Management, LLC is a long-term healthcare and rehabilitation company providing administrative and consulting services to healthcare facilities across the Southeast. Our mission is to support high-quality, patient-centered care through operational excellence — including dependable IT systems. We are seeking a dedicated, customer-focused Help Desk Analyst to join our on-site team in Tuscaloosa.

Position Summary:

The Help Desk Analyst is responsible for providing timely and professional technical support to staff across supported healthcare facilities. This includes addressing and resolving IT incidents, performing basic troubleshooting, and escalating more complex issues when necessary. This role is fully in-office and focuses on hands-on and remote support to ensure end-user satisfaction.

Key Responsibilities:

1. Serve as the first point of contact for technical issues via phone, email, or walk-up support
2. Accurately log and categorize help desk tickets, prioritizing based on urgency and impact
3. Provide Tier 1–early Tier 2 troubleshooting for hardware, software, printers, peripherals, and mobile devices
4. Assist users with login/access issues (Active Directory, EHR applications, etc.)
5. Perform password resets, basic user account management, and workstation setups
6. Escalate advanced issues to senior IT staff or specialized teams as needed
7. Maintain communication with end users during ticket lifecycle to ensure satisfaction
8. Collaborate with other IT team members to maintain service desk coverage during business hours
9. Participate in a rotating on-call schedule for after-hours support (phone-based; escalations only)
10. Follow documented procedures and contribute to knowledge base articles
11. Support onsite IT operations such as deploying new systems and assisting with basic networking issues
12. Assist with equipment tracking and inventory

Preferred Qualifications:

1. 1–2years of IT support experience; healthcare environment experience is a plus
2. Familiarity with:
3. Microsoft Windows OS and Microsoft Office 365
4. Basic Active Directory use (account lookups, password resets)
5. Remote desktop tools and basic networking concepts
6. Strong interpersonal and communication skills — professional, patient, and service-oriented
7. Willingness to learn new systems and processes
8. Reliable team player who can prioritize, multitask, and follow up

Nice-to-Have (But Not Required):

1. Certifications such as CompTIA A+, Network+, or Google IT Support preferred
2. Experience with Remote Desktop Services, thin clients, or specialized healthcare applications
3. Exposure to ticketing systems and IT documentation practices

Work Environment:

1. 100% on-site in Tuscaloosa, AL
2. Standard business hours (Monday–Friday)
3. Participation in a rotating on-call schedule for after-hours technical support is required

We offer the following benefits for you and your family:

1. Competitive Wages
2. Elite Low Cost Gold Plan Blue Cross Blue Shield Health Insurance with low premiums and low deductibles
3. Dental Insurance, Life Insurance, Vision Insurance
4. 401K with company match