IT SUPPORT ANALYST

Job Summary:

IT Support Analyst is responsible for first-line triaging and prioritizing all Information Technology service requests within a healthcare provider system. IT Support Analyst is responsible for providing direct support to end-users of computers, printers, mobile devices, and related peripherals. The analyst will test, diagnose, document, repair, and replace devices as necessary. The technician may also be assigned to provide technical support to organizational projects that require the relocation or deployment of computing resources.

ESSENTIAL VALUES-BASED, LEADERSHIP AND MANAGEMENT COMPETENCIES:

Demonstrates competencies in line with the core values that are the foundation of all activities performed by employees in order to achieve the Mission of Artesia General Hospital

• Servant Leadership: Demonstrates competence in serving others and prioritizing their needs.
• Excellence: Demonstrates competence in striving for the highest quality in all aspects of work.
• Respect: Demonstrates competence in respecting others and valuing their contributions.
• Virtuousness: Demonstrates competence in maintaining high ethical standards and integrity.
• Innovation: Demonstrates competence in embracing new ideas and technologies to improve healthcare.
• Community: Demonstrates competence in fostering a sense of community and collaboration.
• Education: Demonstrates competence in promoting continuous learning and development.

ESSENTIAL FUNCTIONS:

• Create service tickets for customer issues and escalate unresolved issues according to standard practice and procedures.
• Verify end-user credentials before providing or resetting access to applications and systems.
• Maintain, troubleshoot, and repair computer systems, including printers and other peripherals.
• Provide direct user support on-site and in the field.
• Evaluate user business needs and recommend appropriate hardware solutions. Diagnose errors or technical problems and determine proper solutions.
• Provide routine system maintenance as required. Document all system updates and repairs.
• Consult with customers to identify and specify clinical and technical requirements. Perform basic hardware and software troubleshooting, diagnostics, and remote repair if possible.
• Assign customer support calls to IT support analyst teams according to the procedure.
• Function as part of project teams to provide system deployment, upgrades, or relocation.
• Provide 24/7 support when scheduled

ADDITIONAL RESPONSIBILITIES:

As Assigned

MINIMUM POSITION QUALIFICATIONS:

• Associate's degree in the technical, management discipline, or engineering. 1-2 years of Help Desk, Service Desk, or equivalent experience.
• Excellent customer service skills. Strong system diagnosis skills.
• Ability to perform a routine component replacement on desktops, laptops, and printers. Basic understanding of network protocols.
• Experience with disk imaging software.
• Proficient with Microsoft Office.
• Solid problem-solving abilities.
• Demonstrated ability to effectively handle tense customer service scenarios. Demonstrated knowledge of access and authentication controls.
• Demonstrated knowledge of enterprise architecture principles and practices.

AGE-RELATED COMPETENCIES: Demonstrates the basic knowledge and skills necessary to identify age-specific patient needs appropriate for this position.

INFORMATION MANAGEMENT: Treats all information and data within the scope of the position with appropriate confidentiality and security.

RISK MANAGEMENT/QUALITY MANAGEMENT/SAFETY: Cooperates fully in all Risk Management, Quality Management, and Safety Activities and Investigations.

ENVIRONMENTAL CONDITIONS: The work environment consists of daily patient contact, which may include exposure to blood or other body fluids.