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. They also provide support to other facility IT personnel and participate in 24x7 on-call support.

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

Qualifications

• Education Requirements: Graduate of a Technical/Trade School or Associate’s Degree required
• Experience Requirements: 0-3 years of experience required
• Licenses/Certifications/Registrations: 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
• Knowledge/Skills/Abilities: 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