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MedData Help Desk Analyst Tier III - Lead in Grand Rapids, Michigan

MedData has an excellent career opportunity available as a Lead Help Desk Analyst - Tier III to work in an office setting located in Grand Rapdis, MI. The schedule for this full time role is Monday - Friday 8 AM to 5 PM.

The Help Desk Analyst III - Lead, is responsible for providing technical support for MedData’s internal and external customer base including escalated advanced software and/or hardware related issues, moderate connectivity issues and training development (Knowledge Articles). This involves advising, training, and assisting Help Desk Analyst Tier II, Networking and Infrastructure teams in the operation and administration of MedData services and coordination with internal teams for support.


  1. Handles problem recognition, research, and resolution for moderate and advanced user problems, referring more complex problems to their supervisor for escalation to the appropriate technical staff.

  2. Provides excellent customer service with a focus on timely communication. Establishes strong working relationships with internal and external customers. Ensures customer satisfaction by responding to all help desk requests assigned in a timely and professional manner.

  3. Logs and tracks support tickets using Issue Tracking Database and maintains customer-specific configurations, historical records and related issue documentation.

  4. Responsible for configuration of images for deployment for new/reimaged PC hardware deployed throughout the MedData environment.

  5. Orders Equipment as needed to fulfill equipment requests/needs.

  6. Installs user hardware and software upgrades as required.

  7. Updates and tracks on call rotation for afterhours support.

  8. Leads team responsible for User Acceptance Testing (UAT) of customer-facing software and hardware to evaluate ease of use and whether product will aid users in their work. Provides relevant feedback to internal teams as to customer acceptance.

  9. Assists other IT/Operations departments with projects that they are assigned. Infrastructure, Development, Operational Support Etc.

  10. Trains users on software and hardware on-site or in a virtual classroom.

  11. Provides on-call support, in accordance with department rotation schedule.

  12. Assures work area meets the requirements of Med-Data's policies and is consistent with Federal and state patient privacy regulations such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the Omnibus Rule of 2013 (HITECH).

  13. Other duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Associate’s degree in technology and/or 4 years related experience.

• Extensive knowledge of PC hardware and software support required.

• 4+ years’ experience in Windows Environment

• Strong working knowledge of MS Office, Windows and Outlook email required.

• 1+ Year Networking experience is preferred

• 4+ years of Active Directory experience as an Account Operator.

• 4+ years working as a Help Desk Analyst.

• Advanced knowledge of remote access applications and troubleshooting.

• Effective communication both in writing and verbally, as well as to interact in a professional manner with colleagues, patients, the public, and client’s staff members required.

• Strong analytical and problem solving skills.

• Ability to multi-task; excellent organizational and planning skills required.

• Must be able to participate in the on-call rotation.

• Ability to Travel (Locally and to various US Cities).

• Familiarity and experience with Healthcare Industry is required.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand and walk and must occasionally lift and/or move up to 75 pounds.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and Employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Some travel required.

To join our team of 2,000 employees and growing, please apply directly to this posting.

MedData is an Equal Opportunity Employer

ID: 2021-6371

External Company URL: www.cardonoutreach.com

Street: 5253 36th Street SE