Tech Analyst I

About the role

The Technical Analyst I implements and supports facility IT desktop and peripheral equipment acting as a technical resource responding to end user incidents and requests reported in ServiceNow as well as project related duties. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other facility IT personnel is provided, as warranted, and participation in 24x7 on-call support is provided based on IT staff rotation.

Responsibilities

• Installs and repairs facility IT&S equipment and basic software per OUH IT&S 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 basic 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 phone as warranted
• Aids and trains users on division and facility technology
• Recommends process changes that improve the implementation, maintenance and support of IT 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 OUH IT&S standards, policies and procedures
• Maintains and protects confidentiality regarding all aspects of patient care and employee information.
• Adheres to Code of Conduct and Mission & Value Statement
• Performs other duties as assigned.

Requirements

• Education: Graduate of a Technical/Trade School or Associate’s Degree required.
• Experience: 0-3 years of experience required.
• License/Certification: Comp TIA A+ Certification preferred; HDI Desktop Advanced Support Technician (HDI-DAST) required within 12 months; Valid unrestricted State of Oklahoma Driver's License required.

Qualifications

• Demonstrates ability to multi-task; Possesses analytical skills
• Demonstrates a customer orientation, strength in analytical, math, and reasoning skills
• Effectively communicates verbally and in writing
• Possesses proficiency in MS Office applications
• Must be able to drive a personal vehicle to assigned sites to complete work

Benefits

We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.