IT SUPPORT ANALYST

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

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.

M INIMUM 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.