IS Support Analyst I

Job Description

Job Description

Overview

The IS Support Analyst I provides front-line technical support to clinical and administrative staff across the organization. This position ensures the reliable operation of end-user devices, and communication systems that directly support patient care. The technician will troubleshoot, resolve, and document technology-related issues, while maintaining strict compliance with Shriners policies, HIPAA regulations, and IS security standards. The Support Specialist I will provide technical support for Shriners Children's (SC) users, Executive Leadership, Imperials Board members, Board of Governors, and affiliated vendors. The Support Analyst I will provide assistance to end user request and incidents via email, telephone, remote connection, and at the user’s deskside. The Support Specialist I must have a strong problem-solving aptitude along with the ability to give clear and detailed instructions, as well as possess the ability to collaborate and communicate with technical and nontechnical departments across the organization for incident resolution and task requests. The position requires the ability to work independently and as part of a team while prioritizing multiple requests. The position will provide support for multiple computing devices, Active Directory Users and Computers, Active Directory infrastructure components, Windows servers, services and applications, mobile devices, and IP phones. Responsibilities also include resolving customer reported problems, install hardware and software, and provide general IS support services for user reported problems. Additional tasks include end user support, license tracking, and performing PC and Server maintenance, upgrades and configurations (hardware and software). The Support Analyst I will participate in a 24 hour IS emergency line rotation with other IS staff.

This position requires up to 25% regional travel and up to 10% nationwide travel, as well as occasional evening, night, weekend or on-call work to support critical hospital operations

This position is full time, non-exempt and benefits eligible. The pay range for this position is $25.30 - $37.96/hour. Compensation is determined based on years of experience and departmental equity.

Responsibilities

• Serve as the first point of contact for staff requesting technical assistance via phone, email, or ticketing system. Deploy all new technical projects
• Troubleshoot and resolve hardware, software, and network connectivity issues for workstations, laptops, printers, mobile devices, and medical peripherals.
• Provide timely resolution to IT incidents impacting patient care areas such as nursing stations, clinics, and diagnostic departments.
• Maintain VoIP desk phones, troubleshoot telecommunication issues, and conduct basic phone configurations
• Administration/Documentation
  • Identify and provided documentation to process and procedures stored in the knowledge-base.
  • Maintain system documentation, reports, business correspondence, user instructions, and procedure manuals.
  • Coordinate and participate in key process improvements as they relate to the desktop environment
  • Provide documentation and training guides for team processes
  • Assist and maintain in the management and tracking of hardware assets and software licensing installation and compliance
  • Develop records of daily data communication transactions, issues and remedial actions taken or installation activities
  • Update status to manager and users through voice mail, email and in-person communication.
  • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions
• Hardware/Application Support
  • Deploy and maintain SC hardware devices including computers, servers, printers, network components, mobile devices, and accessories.
  • Deploy and maintain SC Windows Operating Systems, Applications, Utility Software, Clinical and Business Productivity Programs including internal and 3rd party applications.
  • Follow established processes and procedures for control oversight, modification of system configurations, utilities, software updates and patch levels, and hardware settings.
  • Perform timely workstation hardware refreshes and software upgrades as required as identified.
  • Deploy and support SC standard and approved Windows operating systems and Microsoft Office suite products.
  • Deploy and maintain corporate approved mobile devices and mobile device management infrastructure. (Responsibilities include procurement and life cycle management of the device.)
  • Troubleshoot and diagnosis device connectivity issues related to wire, wireless, and remote VPN connections.
  • Perform administration task and management of computers in Active Directory Users and Computers.
  • Perform other duties as assigned for ensuring the efficient and effective functioning of the work unit.
    

This is not an all-inclusive list of this job’s responsibilities. The incumbent may be required to perform other related duties and participate in special projects as assigned.

Qualifications

Required:

• 1 - 3 years of IS Support/Help Desk experience in a healthcare of hospital environment
• 1 - 3 years of Desktop IS experience
• Experience with Desktop operating systems including MS and Mac OS X
• Experience troubleshooting wireless attached devices in an enterprise environment
• Working knowledge of range of diagnostic utilities
• Ability to create automated software packages and installation options
• A+, MCDST certification or equivalent work experience
• High School Diploma/GED
• Associate's Degree in IT, Computer Science or related field - equivalent work experience will be considered in lieu of degree