Job Description

Join our team at Mosaic as the Senior Help Desk Analyst, in this role you will be responsible for providing advanced technical support and guidance to end users in addition to resolving complex IT issues. If you are a seasoned IT help desk professional with a passion for healthcare and a commitment to excellence, we invite you to apply for this position! 

Essential Job Functions:

• Provide second-level technical support for complex technical issues, escalating to higher-level teams when necessary.
• Mentor and assist junior Help Desk Analysts in troubleshooting and resolving technical problems.
• Lead efforts to improve help desk processes and service delivery.
• Respond to technical support requests through various channels, ensuring accurate documentation and timely issue resolution.
• Assist in the development, review, and maintenance of technical documentation, user guides, and knowledge base articles.
• Act as a liaison between the IT department and end users to enhance communication and understand technology needs.
• Collaborate with other IT teams to resolve cross-functional issues and implement system updates or changes.
• Manage and process advanced user accounts and access requests.

Commitment to Inclusion, Diversity, Equity and Belonging:

At Mosaic, we believe in creating a workplace where everyone has the chance to contribute and succeed. This commitment is not just a policy, it's the way we work. It's good for the workforce, it's good for Mosaic, and it's the right thing to do.

  EDUCATION & EXPERIENCE:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in a related field preferred.
• Minimum of three years of technical support experience, with at least one year in a senior or leadership role preferred.
• Certifications in relevant technologies (e.g., CompTIA, Microsoft, Citrix) are a plus.

KNOWLEDGE, SKILLS & ABILITIES:

• In-depth knowledge of Mosaic’s policies and procedures.
• In-depth knowledge of and ability to demonstrate Mosaic’s 7 Essential Practices
• Exceptional customer service skills with the ability to communicate complex technical information effectively to all user levels.
• Proficiency in troubleshooting across various platforms, including Windows, Google Workspace, Microsoft Office 365, Citrix, Microsoft Teams, VPN clients and server environments.
• Advanced knowledge of Chromebooks, PC hardware, networking, and diagnostic tools.
• Security/Phishing awareness.
• Strong leadership and mentoring skills with the ability to guide junior team members.
• Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
• Ability to prioritize and manage multiple tasks in a dynamic, fast-paced environment.
• Strong communication skills and the ability to work both independently and collaboratively.

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