Systems Technical Analyst

System Specific Duties And Responsibilities

• Responding to questions on the phone, via email, in person, or through remote access.
• Offering technical assistance with the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Installing new software and hardware systems as needed.
• Overseeing new system installation and setup and customizing PCs to meet the needs of the Center for Education staff.
• Provides references for users by possibly writing and maintaining user documentation, providing help desk support.
• Answers support calls in a respectful manner and logs tickets timely to help track and audit customer issues.
• Provides immediate troubleshooting assistance when necessary to ensure continued efficient operation of the systems.
• Demonstrates patience when working with customers for support.
• Works independently under general direction of supervisor.
• Attends meetings as requested to help learn and support customer needs.
• Communicate in a clear and concise manner to aid in customer understanding of system functionality.
• Create or log an enhancement for creation of specialized queries at the request of nurse managers.
• Use positive language to create positive perceptions about company, software and service.
• Maintain a positive persona even when dealing with frustrated customers in no win situations.
• Maintain good time management for processes and projects and be transparent.
• Document issue resolution well and communicate to peers for improved support.
• Don’t accept the “status quo” as a customer solution, but strive for service excellence in process and practice.
• Performs other functions as requested.