Systems Support Analyst

Provides first-line support for computer systems, acting as a liaison between information systems and the rest of the organization. Participates in project management for new systems, implementations, or enhancements, including analysis, design, building, testing, and implementation. Offers pre- and post-implementation support, problem resolution, and process improvement. Mentors IS Customer Support staff and engages in all levels of customer support, including call center activities.

Responsibilities

• Serves as the lead support person for all systems, ensuring review prior to escalation and attempting to resolve issues.
• Takes responsibility for issue resolution and communication to customers.
• Meets individual performance metrics and goals as defined by departmental processes and supervisor.
• Participates in the IS on-call rotation, including availability on rotating shifts and weekends if scheduled.
• Engages in the change control process with a focus on customer support.
• Relays and trains support staff as necessary.
• Handles all forms of customer contacts, including phone calls, emails, walk-ups, rounding, and self-service.
• Collaborates with and provides exceptional customer service and support for physicians.
• Performs other duties as assigned.

Requirements

• Clinical exposure in a hospital setting (1 year required, 3 years preferred).
• Computer proficiency and aptitude.
• IS/IT customer support experience (1 year required, 3 years preferred).
• AA or Associate’s Degree (BA/BS preferred); experience can substitute for education.
• Clinical systems implementation and training experience desired.
• EMR experience required; Epic experience preferred.
• Excellent customer service skills (oral and written).
• Strong presentation skills and aptitude.
• Ability to handle multiple tasks and work under pressure.
• Ability to work individually and as part of a team.

Benefits

• Medical, Dental, and Vision Insurance.
• Retirement Plan (with employer match for employees who work more than 1,000 hours in a calendar year).
• Paid Time Off.
• Tuition Assistance.
• Employee Referral Bonus Program.
• Paid Holidays, Disability, and Life/AD&D for full-time employees.
• Wellness Programs.
• Employee Assistance Programs.
• Benefit offerings based on employment status.

Pay

$30.27—$45.73 USD per hour.

Working Conditions

• Reasonable expectation of exposure to blood-borne pathogens.
• Physical demands and work environment align with essential job functions; accommodations available for individuals with disabilities under the Americans with Disabilities Act.