Tech Analyst

About the role

The Technical Analyst implements and supports facility and division desktop equipment, and is the key technical resource responding to end user desktop incidents and requests reported to the Service Desk. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other division and facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on division IT staff rotation. The Technical Analyst adheres to and supports HCA Healthcare IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of ITG desktop equipment and software. Based on proficiency with PC-based equipment and cabling, the Technical Analyst can provide expanded on-site support to technical resources, if needed.

Responsibilities

• Installs and repairs facility and division ITG equipment and software per HCA Healthcare and division ITG standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products.
• Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users.
• Analyzes and provides hands-on support for simple to moderate inquiries.
• Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.
• Logs and tracks problems; reviews problem tracking databases.
• Performs facility-based moves, adds, and changes (MACs), as needed.
• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures.
• Provides 24x7 on-call support based on division IT staff rotation, and carries a pager as warranted.
• Aids and trains users on division and facility technology.
• Performs preventative maintenance.
• Recommends process changes that improve the implementation, maintenance and support of ITG desktop equipment and software.
• Effectively works with customers, Service Desk and Technical Services personnel.
• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance.
• Adheres to and supports HCA Healthcare ITG standards, policies and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

Requirements

• Education: Bachelor’s degree in information systems or healthcare related field (preferred)
• Experience: One year of IT experience
• Certification/License: Basic certification in A+ and Microsoft Products (preferred; education and/or experience may be substituted for A+ certification)
• Valid state driver’s license and proof of auto insurance, if applicable

Skills

• Manages and prioritizes workload
• Demonstrates ability to multi‑task
• Possesses strong analytical skills
• Demonstrates a customer orientation; strength in analytical, math