Job Description

Location/Dept: Business Center - Information Systems

80 hours per pay period

Job Summary:

The IS Support Analyst will be responsible for help desk support including answering, logging, tracking & problem resolution of all IS support calls. The support analyst will triage, troubleshoot & resolve end user problems & requests. Responsibilities will include hardware & software configuration & setup, hardware & software inventory management, application support, desktop & technical support, printer administration, security requests, daily monitoring & follow-up of IS administration activities, conference room management. The Support Analyst will be expected to work closely with end users, vendors & subject matter experts on problem resolution.

Supervisory Responsibilities: None

Duties/Responsibilities:

• · Trains new team members as requested by management.
• · Train or retrain team members on new technology.
• · Speaks positively about the systems & promotes system usage.
• · Notifies departments of system downtime & provides support needed in a timely manner.
• · Available & helpful during Go LIVE which may include irregular shifts.
• · Works flexible schedule based on staffing & end user support needs.
• · Provides in-house technical/software support during office hours, determines hardware, software & training needs & troubleshooting equipment in conference rooms.
• · Technical support with on-call responsibility for IS.
• · Provides hardware & software application installation/setup troubleshooting, maintain user access to network & EHR system.
• · Basic network support.
• · Willing & able to deliver solutions for user community as required.
• · Greets caller in a courteous & professional manner.
• · Help desk & other technical calls are answered & properly documented according to support procedure.
• · Issue updates are documented in ticketing system prior to escalating to tier 2 support.
• · Issues are appropriately prioritized based on priority standards & resolved by self or assigned to tier 2 support.
• · Issues are managed to resolution following recommended procedures within designated SLA timeframes.
• · Issue status is communicated to requestor & follow-up call completed at resolution of issue.
• · Issues are communicated & escalated to management as appropriate.
• · Other team members (IS & non-technical) are trained & knowledge shared.
• · Quality & service level measures are met consistently improvefor entire help desk.
• · Updates resolution documentation & solutions database.
• · Computer has been completely setup with software &/or software updates have been applied, & system has been configured according to setup procedures for network printing & all applications are functioning correctly.
• · Team member software & hardware is operational with current version of tested application.
• · Quality checks have been completed on all PCs & printers prior to deployment.
• · End user is communicated of status of PC & printer replacement process.
• · End user is trained on any changes to PC or printer as a result of the deployment.
• · All new, changed, & removed PCs are documented accurately & timely in inventory tracking software.
• · All technical equipment is maintained & functioning properly.
• · All preventative maintenance on equipment completed in a timely manner. Opportunities to reduce cost & improve services are identified, discussed & implemented.
• · All changed & removed equipment are documented accurately & timely in inventory tracking software.
• · Hardware is in place & tested as part of requested move.
• · Location of equipment has been properly configured to prevent privacy, safety & security concerns.
• · Move of hardware has been documented in inventory tracking process.
• · Retirement of any devices has been appropriately documented.
• · Conference rooms are checked on a regular basis to ensure all equipment is in it’s proper location and working accurately.
• · Mobile device has been configured & set-up to user requirements following standard device setup.
• · Mobile device has security added prior to releasing to end user following standard security setup.
• · Ensure end users have signed mobile device policy prior to release of device.
• · Quality checks have been completed on all devices prior to deployment.
• · End user is trained on any changes to device as a result of the deployment process.
• · All new, changed, & removed devices are documented accurately & timely in inventory tracking software.
• · Password resets are handled according to documented procedures.
• · Security forms are properly completed for all security changes & tracked with help desk tracking software.
• · Complete security changes according to security form & procedure.
• · Communicate to area manager that security request has been completed & any user IDs & temporary passwords have been given to manager/user.
• Required Skills/Abilities:
• · Software & hardware analysis & troubleshooting.
• · Ability to manage multiple tasks simultaneously.
• · Ability to execute detail test plans for software applications.
• · Strong knowledge of applications including all Microsoft Applications, Microsoft Project, XML, FTP, & reporting software.
• · Strong technical background in analysis & troubleshooting of applications.
• · Excellent customer service skills in dealing with medical staff & technology vendors.
• · Knowledge of healthcare software & services.
• · Excellent interpersonal & communication skills.
• · Ability to assess, analyze & solve problems with little or no supervision.
• · Technical troubleshooting & maintaining knowledge database.
• · Tracking & reporting defined metrics.
• · Recommend, implement & maintain system improvement opportunities.
• · Establish effective system related policies & guidelines.
• · Provide recommendations & implement effective controls that minimize system outage risks.

Education and Experience:

• Associate’s degree or equivalent majoring in Computer Science, Business Information Systems, Data Analytics, Business Administration or Healthcare Administration.
• Over 3 years relevant work experience preferred.

Physical Requirements:

• Constant use of hands & talking, frequent walking & sitting, occasional pushing, pulling, stooping, kneeling, reaching, climbing & standing.
• Occasionally may need to lift up to 50lbs.