Support Analyst

About the role

Serves as the first point of contact for the IS Department and acts as a liaison between the client community and the rest of the IS Department. Demonstrates basic knowledge of Tier 1 service level support as relates to addressing hardware (PC or End-User Devices & peripheral equipment), application software, and operating system issues. Works under direct supervision to accomplish daily assignments in support of team initiatives.

Responsibilities

• Resolves all Tier 1 issues; escalates Tier 2 issues to appropriate resource.
• Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
• Evaluates customer service issue to determine level of service needed.
• Demonstrates sufficient knowledge of call log tracking to record accurately all needed information; tracks all customer service items to completion.
• Ensures proper escalation procedures are followed to problem closure.
• Exhibits sound customer service skills by effectively handling customer problems.
• Provides laser-like focus on customer service and satisfaction with knowledge of incident management, problem management and change management processes, practices and procedures.
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.
• Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service.
• Maintains and increases knowledge of the client's IS application, hardware, mobile devices and multiple operating system platforms.
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
• Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues.
• Coordinates queues for site/service, working with various stakeholder groups.
• Understand and comply with all enterprise and IS departmental information security policies, procedures and standards.
• Support the integration of information security in the development, design, and implementation of Hospital Technology Resources that process, transmit, or store company information.
• Support all compliance activities related to state, federal regulatory requirements, healthcare accreditation standards, and all other applicable regulations that govern the use and disclosure of patient, financial, or other confidential information.

Qualifications

• Minimum two (2) to three (3) years of experience providing EUD support, Service Desk support or equivalent experience/knowledge.
• Able to perform effectively in a team environment as well as with little direct supervision.
• Customer service-oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills.
• Ability to understand, analyze and resolve problems, while on the phone or on-site with user.
• Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills.
• Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
• Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes and provide recommendations for improvements.
• Working knowledge of the TCP/IP protocol suite.
• Telecom experience required.
• High school degree or GED required.
• A+ Certification required.

Preferred qualifications

• Medical terminology helpful and previous medical EUD or Service Desk level 2 support background.
• Some college or technical school diploma or equivalent preferred.
• Preferred certifications: ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer.