Service Desk Analyst

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

• Very strong understanding of troubleshooting Windows and Windows based applications
• Strong understanding of monitor, support and troubleshoot network and server issues.
• Strong understanding of Windows Server and Cisco Networking
• Entry level understanding of Citrix VDI, Morpheus and VMWare
• Entry level understanding of Active Directory, Microsoft 365, Exchange, Antivirus, Phishing and Backup solutions
• Entry level understanding of supporting Project management solutions (CA PPM & Oracle), HCM and SCM Solutions,
• Strong experience of working on and supporting ITSM solutions (ServiceNow). User provisioning and provide support to end users on the same.
• Strong experience of working on and supporting ACD solutions (PureCloud). User provisioning and provide configuration support to end users on the same.
  
  
  
  

Working Arrangements

• Work in a 24x7 environment in rotational shifts.
• Primarily works in standard office environment or remotely
• On-call and after hours work during peak times including end of month/quarter/year; during this time PTO is limited to meet business needs
  
  
  
  

Travel

• Up to 10% travel may be required
  
  

PHYSICAL DEMANDS/WORKING CONDITIONS



Physical Demand Requirements

This section lists the physical demands that must be met by an associate to successfully perform the essential functions of the job.

Requirement

N/A

Regularly

Frequently

Occasionally

Sitting

X

Standing

X

Walking

X

Climbing/Balancing

X

Reaching with arms and hands

X

Stooping/Kneeling/Crawling

X

Talking

X

Hearing

X

Vision - close, peripheral, depth, ability to adjust focus

X

Use of electronic keyboard

X



Frequency Key



Regularly:

With a constant or definite pattern

Frequently:

Often or habitually

Occasionally:

At infrequent or irregular intervals



Description of Work Environment/Conditions

This section describes the work environment as associate should expect to encounter while performing the essential functions of the job. Select Y or N in the appropriate column for each category.

Working Environment

Yes or No

If yes to last two categories, please specify

Typical office or computer environment

Yes

Mostly indoor office environment with windows

Yes

Office with equipment noise

No

Offices with frequent interruptions

Yes

Required to work irregular hours (i.e. shift, overtime, weekends) If yes, please specify

Yes

Role requires team members to work odd hours during weekdays and weekends.

Other? Please specify



COMPETENCIES

Each competency is assigned a proficiency level. Proficiency levels define the degree of expertise that is required for each competency to be successful in the role.

Mastered (M):

Demonstrates extensive depth and breadth of expertise in advanced concepts and processes. Applies competency in highly complex and ambiguous situations within and across disciplines. Associates operating at this level of proficiency serve as an acknowledged authority, adviser, key resource and subject matter expert across the company.

Advanced (A):

Demonstrates extensive understanding of advanced concepts and processes. Applies competency in complex and unstructured situations. Associates operating at this level of proficiency seek minimal guidance and serve as a resource to others across the company.

Proficient (P):

Demonstrates a thorough understanding of core concepts and processes. Applies the competency in routine and non-routine situations. Associates working at this level of proficiency work independently with minimal guidance and direction to perform associated tasks.

Basic (B):

Demonstrates a basic awareness and familiarity of concepts and processes. Applies the competency in a wide range of routine, structured situations. Associates operating at this level of proficiency require regular, specific guidance to perform associated tasks.

Level:

P1



Core Competencies

Competency Name

Competency Description

Proficiency Level

Behavioral Indicators

Client Service (internal and external)

Values and delivers high quality, innovative service to all clients. Anticipates, meets and exceeds the needs and expectations of clients. Works together, building long-term client relationships and focuses efforts on delivering increased client value.

Advanced

Responds to clients needs in a timely, professional, helpful and courteous manner; Strives to meet service standards in all circumstances; Develops and maintains positive relationships with clients

Quality Focused

Demonstrates the underlying drive to ensure that quality is not compromised within the working environment. Includes the identification and maintenance of standards to meet the needs of the client.

Proficient

Delivers results while ensuring quality isnt compromised; Follows relevant procedures and pays attention to detail; Checks work for accuracy and completeness; Presents information accurately

Results Oriented

Committed to achieving goals and consistently delivering results. Holds self accountable. Demonstrates personal initiative and motivation; action and results-oriented; takes risks when necessary; undaunted by obstacles, perseveres to achieve goals.

Proficient

Completes work assignments by designated due dates; Plans, prioritizes and balances work to meet commitments, goals and deadlines; Stays focused on goals despite obstacles and disruptions

Accountability

Accepts full responsibility for delivering high-quality and timely results. Delivers on commitments and displays a strong commitment to the success of the organization. Displays honesty and integrity and confronts and resolves problems quickly.

Basic

Follows through and meets commitments; Meets work quality and performance standards; Seeks input on tasks and responsibilities as needed

Communications

Effectively communicates information in a variety of ways, including verbal and written forms; listens and probes for new ideas and invites responses; creates open channels of communication; keeps others well informed; listens carefully to input and feedback.

Advanced

Communicates information (facts, ideas, data or messages) in a clear, convincing and organized manner; Tailors communication (e.g. content, style) to diverse audiences; Develops materials that are clear, concise, accurate and grammatically correct

Collaboration

Interacts with others in the pursuit of common mission, vision, values and goals. Cooperates with others to accomplish common goals; treats others with dignity and respect and values the contributions of others.

Proficient

Establishes relationships and credibility across the organization; Maintains respectful and productive working relationships with colleagues; Supports team decisions, assisting other associates and doing their share of the work to meet goals and deadlines





Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:

HR.Recruiting@AlteraHealth.com

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