Technical Services Analyst

About the Role

Provides implementation, operational, and technical support for all Bryan Health devices used by physicians, employees, and contractors. Offers technical leadership, guidance, and support to users and other technical staff on a wide variety of comprehensive and complex hardware and software issues. Works closely with System Administrators, Cyber Security, and LAN/WAN teams to provide oversight and implementation for security patching, updating, setting security controls, and monitoring workstations and peripherals on the Bryan network.

Responsibilities

• Builds, tests, images, configures, and installs desktop, virtual, and software systems. Assists in managing virtual desktops, Citrix environments, and thin clients.
• Installs, configures, and tests full workstations, thin clients, audio & video equipment, display and status boards, and TVs.
• Installs, configures, and tests software for mobile devices such as laptops, iPads, iPhones, Surface, Rover, Android phones, and tablets.
• Installs, configures, and tests peripherals such as 2D scanners, armband printers, teleconferencing equipment, cameras, cash registers, credit card readers, dictation mics, docking stations, document scanners, fast tap devices, fingerprint readers, Rover printers, label printers, monitors, palm scanners, signature pads, speakers, specimen printers, and WOWs.
• Troubleshoots, diagnoses, and repairs technical, security, and network-related issues (TCP/IP, DNS, DHCP, VOIP, AD, firewall services).
• Provides end-point security by identifying risks and helping recommend and manage mitigating solutions, such as virus protection and security vulnerabilities.
• Develops and maintains device and software inventories, including establishing and following deployment and maintenance steps.
• Participates in root cause analysis for recurring issues and contributes to long-term solutions.
• Assists network personnel with connectivity issues, access rights, software configuration, printer setups, and testing to ensure network access and functionality.
• Develops documentation for user instruction; instructs users in the use of equipment, software, and manuals.
• Answers user inquiries concerning systems operation, diagnoses system hardware, software, and operator problems, and corrects issues.
• Contacts vendors to assist with evaluation, installation, maintenance, and problem resolution for vendor hardware and software.
• Resolves Service Desk call tickets and updates call status in the ticket tracking system in a timely manner.
• Creates and maintains technical documentation and knowledge base articles for internal teams and end-users.
• Builds and maintains strong relationships with internal stakeholders and end-users; partners with departments to identify process improvement opportunities.
• Researches and recommends software and hardware solutions to resolve customer problems or meet requirements; installs and tests proposed solutions.
• Enters restricted access areas to perform assigned work.
• Maintains professional growth through seminars, workshops, and professional affiliations.
• Participates in meetings, committees, and department projects as assigned.
• Performs other related projects and duties as assigned.

Requirements

• High school diploma or equivalency (GED) required; Associate’s degree in Computer Science or equivalent field preferred.
• Minimum of two (2) years’ experience in PC support activities required; prior experience in a hospital environment desired.

Skills

• Knowledge of principles and best practices in technical support.
• Knowledge of customer service philosophies pertaining to Service Desk functions.
• Knowledge of computer hardware equipment and software applications relevant to work functions.
• Skill in exercising sound professional judgment and demonstrated problem-solving abilities.
• Skill in providing strong customer service.
• Ability to plan and perform multiple tasks with frequent interruptions.
• Ability to organize, prioritize, and implement work projects.
• Ability to actively participate in meetings and work groups.
• Ability to interact effectively with clients having a broad range of computer knowledge and ability.
• Ability to communicate effectively both verbally and in writing.
• Ability to maintain confidentiality relevant to sensitive information.
• Ability to work as a team member.
• Ability to maintain regular and punctual attendance.

Physical Requirements

Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods.