Support Analyst

Lexington Health is a comprehensive network of care that includes six community medical and urgent care centers, nearly 80 physician practices, more than 9,000 health care professionals, and Lexington Medical Center—a 607-bed teaching hospital in West Columbia, South Carolina. Recognized as one of the Best Places to Work in Healthcare by Modern Healthcare and the first in the state to achieve Magnet with Distinction status for nursing excellence, Lexington Health delivers over 4,000 babies annually, performs more than 34,000 surgeries, and is the region’s third-largest employer. The network also includes an accredited Cancer Center of Excellence, the state’s first HeartCARE Center, the largest skilled nursing facility in the Carolinas, and an Alzheimer’s care center. Postgraduate medical education programs include family medicine, transitional year residencies, and an informatics fellowship.

About the role

Answers help desk calls, responds to support requests received via web-based ticketing system, email, and walk-ups. Sets up new PCs, installs PC software, participates in new user setups on the network, troubleshoots software/hardware problems, and escalates tickets to IS support teams as appropriate. Documents all support requests in the call logging application and keeps customers informed of status and delays on their issues.

Responsibilities

• Serves as the primary contact for end users on all IT issues, typically resolving user issues via telephone and remote control software.
• Builds new PCs and participates in the installation of end-user hardware.
• Installs new hardware and software on PCs.
• Provides timely and complete documentation of all support requests in the IS call logging application.
• Escalates tickets as appropriate to other IS support teams.
• Supports all remote users as well as hospital users.
• Periodically attends continuing education courses to stay abreast of IS developments.
• Obtains required certifications within 180 days of formal training and maintains future certifications as directed by IS Management.
• Maintains an optimistic, professional, and career-oriented demeanor while exemplifying excellent customer relations toward patients, visitors, physicians, and coworkers.
• Holds accountability for conformity to Service Excellence Policy and "House Rules."
• Participates in an “On-Call” rotation to respond to after-hours support issues via pager.
• Performs related and other duties as assigned by authorized personnel or as required in emergencies (e.g., fire or disaster).

Requirements

• Minimum Education: High School Diploma or Equivalent.
• Minimum Years of Experience: 4 years of professional experience in a related field.
• Substitutable Education & Experience:
  • Associate’s Degree in Computer Science or related field with 2 years of professional experience, or
  • Six months of experience with Lexington Medical IT Services, or
  • Bachelor's Degree in Computer Science or related field.
• Required Certifications/Licensure: A+ Certification or ability to become certified within the first 90 days of employment.
• Required Training: Experience with Microsoft Office Suite, proficiency with personal computers and network technologies, and demonstrated hardware/software troubleshooting skills.

Benefits

• Day ONE medical, dental, and life insurance benefits.
• Health care and dependent care flexible spending accounts (FSAs).
• 403(b) match plan: Employer matches dollar-for-dollar up to 6% from day one.
• Employer-paid life insurance equal to 1x salary; optional supplemental life insurance up to 3x salary at low cost.
• Adoption assistance.
• Employer-paid short-term and long-term disability coverage after 90 days of eligible employment.
• Tuition reimbursement.
• Student loan forgiveness.

Schedule

Full-time PM shift: 4:00 PM – 12:30 AM.