Technical Support Analyst I

Variable (United States of America)

Technical Support Analyst I

*Third Shift Position: This role operates during overnight hours, from 10:00 PM to 6:30 AM* This individual works directly with users to provide first tier support for hardware, software and communication related issues. Perform Service Desk, Field Support, and Deployment duties as needed and document operational procedures daily in call tracking software.

- High School Diploma or GED equivalent required.
- MCP Certification, MCDST Certification and Associate of Science/Arts Degree preferred.
- Minimum one year experience in a technical support role, A+ certification required at date of hire or must be obtained within three months of job acceptance.
- Must have knowledge of commonly used concepts, practices, and procedures within the information technology field, and be willing to continue education for professional growth.
- Must have a clean driving record.
- Must be able to lift equipment such as computers and printers weighing up to 50 pounds.
- Must be able to distinguish colors blue, red, green, purple, black, white, green, orange, and yellow.
- Must be willing and able to alter shift schedule as user support demands change. This may require evening or night shift work for various lengths of time.
- All Technical Support Analysts are required to take an on-call shift in a rotation.
- Requires skills in the following areas:
- Strong Customer Service skills
- Strong team player skills
- Good oral and written communication skills
- Hardware installation, troubleshooting and repair
- Software installation and troubleshooting
- Entry level troubleshooting skills in MS Windows
- Entry level troubleshooting skills in MS Applications (Excel, Word, PowerPoint and Outlook)
- Entry level network troubleshooting preferred
- Entry level analytical skills to analyze a problem, test solutions, and implement working solutions
- Familiarity with call tracking software.
- Experience interacting with customers in the following capacities (phone, chat, email, person)
- Ability to manage multiple applications running at the same time
- On call requirements: quite workplace, ergonomic chair and desk, high-speed internet service: 5 megabit download and 1 megabit upload from a reliable provider
- Resolve customer issues in a positive, professional, efficient manner and in compliance with the HCHS Customer Service Level Agreement (SLA).
- Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance. Perform Service Desk duties as needed, clearly define user problems received via phone/e-mail/voice message, resetting/unlocking accounts, setting up printer profiles, setting up email profiles, hospital applications installation, troubleshooting TCP/IP issues, troubleshooting Office applications, troubleshooting hospital software, imaging and re-imaging PCs/laptops for deployment.
- Provide Field Support to users throughout the enterprise. Performing field duties as needed, including moving customer equipment, imaging, troubleshooting in IDF closets, troubleshooting network connections, troubleshooting mobile carts, networking computers and printers, changing laser printer rollers, setup of printers; out of box, setup of computers/laptops; out of box, setup of HP Jet Directs; out of box.
- Provide Deployment Support to users throughout the enterprise. Performing deployment duties as needed, including deploying equipment in 3 month cycles, imaging and re-imaging of PCs and laptops, moving customer equipment, installation of hospital applications.
- Provide information, technical assistance and education to users as warranted.
- Maintain, analyze, troubleshoot, and repair computer systems software and hardware devices and peripherals.
- Act as an integral member of the HCHS IT Disaster Recovery Team, following documented HCHS disaster recovery plans and procedures.
- Promote and adhere to departmental and organizational information security policies, standards and procedures.
- Perform other related duties incidental to the work described herein.