MGM Healthcare provides rehabilitation, skilled nursing, long-term care, assisted living, and independent living centers in Iowa, Missouri and Oklahoma. Our centers provide on-site therapy and rehabilitation services - using the latest equipment and techniques - that run the gamut from physical and occupational therapy to special memory units and respite care. Our corporate office is located in St. Louis, Missouri. This position will be based out of the home office and move between facilities as needed throughout Missouri, Iowa, and Oklahoma.

POSITION SUMMARY:

We are seeking a detail-oriented and service-driven Senior Help Desk Analyst to join our IT team. As a key member of a newly established Help Desk, this position will play a foundational role in delivering responsive, high-quality technical support and in shaping the structure and service standards of the Help Desk function. The Senior Help Desk Analyst will be responsible for front-line support, system access management, and operational readiness, working closely with team members, end users, and leadership.

• Serve as the first point of contact for IT support via phone, email, or ticketing system.
• Provide Tier 1 support for software, hardware, printers, and basic networking issues.
• Respond to help line calls promptly and professionally, ensuring high levels of customer service.
• Reset passwords, unlock accounts, and perform user access troubleshooting in Active Directory and other systems.
• Manage onboarding and offboarding processes, including the creation, modification, and deactivation of user credentials and system access in accordance with IT and HR policies.
• Image, configure, and deploy new desktop and laptop computers based on organizational standards.
• Provide setup and support for mobile phones (iOS/Android) and desk phones, including basic VoIP troubleshooting.
• Accurately document all user interactions, issues, troubleshooting steps, and resolutions in the ticketing system.
• Communicate clearly and effectively with users throughout the resolution process.
• Escalate unresolved issues to Tier 2/3 teams while maintaining oversight to ensure closure.
• Support knowledge base development and contribute to process improvements and documentation.
• Assist with the development of Help Desk workflows, best practices, and onboarding procedures.
• Perform other duties as assigned to support IT operations and organizational objectives.