SYSTEM ANALYST

Location/Dept: Business Center - Information Systems 80 hours per pay period Job Summary: The IS Support Analyst will be responsible for help desk support including answering, logging, tracking & problem resolution of all IS support calls. The support analyst will triage, troubleshoot & resolve end user problems & requests. Responsibilities will include hardware & software configuration & setup, hardware & software inventory management, application support, desktop & technical support, printer administration, security requests, daily monitoring & follow-up of IS administration activities, conference room management. The Support Analyst will be expected to work closely with end users, vendors & subject matter experts on problem resolution. Supervisory Responsibilities: None Duties/Responsibilities: · Trains new team members as requested by management. · Train or retrain team members on new technology. · Speaks positively about the systems & promotes system usage. · Notifies departments of system downtime & provides support needed in a timely manner. · Available & helpful during Go LIVE which may include irregular shifts. · Works flexible schedule based on staffing & end user support needs. · Provides in-house technical/software support during office hours, determines hardware, software & training needs & troubleshooting equipment in conference rooms. · Technical support with on-call responsibility for IS. · Provides hardware & software application installation/setup troubleshooting, maintain user access to network & EHR system. · Basic network support. · Willing & able to deliver solutions for user community as required. · Greets caller in a courteous & professional manner. · Help desk & other technical calls are answered & properly documented according to support procedure. · Issue updates are documented in ticketing system prior to escalating to tier 2 support. · Issues are appropriately prioritized based on priority standards & resolved by self or assigned to tier 2 support. · Issues are managed to resolution following recommended procedures within designated SLA timeframes. · Issue status is communicated to requestor & follow-up call completed at resolution of issue. · Issues are communicated & escalated to management as appropriate. · Other team members (IS & non-technical) are trained & knowledge shared. · Quality & service level measures are met consistently improvefor entire help desk. · Updates resolution documentation & solutions database. · Computer has been completely setup with software &/or software updates have been applied, & system has been configured according to setup procedures for network printing & all applications are functioning correctly. · Team member software & hardware is operational with current version of tested application. · Quality checks have been completed on all PCs & printers prior to deployment. · End user is communicated of status of PC & printer replacement process. · End user is trained on any changes to PC or printer as a result of the deployment. · All new, changed, & removed PCs are documented accurately & timely in inventory tracking software. · All technical equipment is maintained & functioning properly. · All preventative maintenance on equipment completed in a timely manner. Opportunities to reduce cost & improve services are identified, discussed & implemented. · All changed & removed equipment are documented accurately & timely in inventory tracking software. · Hardware is in place & tested as part of requested move. · Location of equipment has been properly configured to prevent privacy, safety & security concerns. · Move of hardware has been documented in inventory tracking process. · Retirement of any devices has been appropriately documented. · Conference rooms are checked on a regular basis to ensure all equipment is in it’s proper location and working accurately. · Mobile device has been configured & set-up to user requirements following standard device setup. · Mobile device has security added prior to releasing to end user following standard security setup. · Ensure end users have signed mobile device policy prior to release of device. · Quality checks have been completed on all devices prior to deployment. · End user is trained on any changes to device as a result of the deployment process. · All new, changed, & removed devices are documented accurately & timely in inventory tracking software. · Password resets are handled according to documented procedures. · Security forms are properly completed for all security changes & tracked with help desk tracking software. · Complete security changes according to security form & procedure. · Communicate to area manager that security request has been completed & any user IDs & temporary passwords have been given to manager/user. Required Skills/Abilities: · Software & hardware analysis & troubleshooting. · Ability to manage multiple tasks simultaneously. · Ability to execute detail test plans for software applications. · Strong knowledge of applications including all Microsoft Applications, Microsoft Project, XML, FTP, & reporting software. · Strong technical background in analysis & troubleshooting of applications. · Excellent customer service skills in dealing with medical staff & technology vendors. · Knowledge of healthcare software & services. · Excellent interpersonal & communication skills. · Ability to assess, analyze & solve problems with little or no supervision. · Technical troubleshooting & maintaining knowledge database. · Tracking & reporting defined metrics. · Recommend, implement & maintain system improvement opportunities. · Establish effective system related policies & guidelines. · Provide recommendations & implement effective controls that minimize system outage risks. Education and Experience: Associate’s degree or equivalent majoring in Computer Science, Business Information Systems, Data Analytics, Business Administration or Healthcare Administration. Over 3 years relevant work experience preferred . Physical Requirements: Constant use of hands & talking, frequent walking & sitting, occasional pushing, pulling, stooping, kneeling, reaching, climbing & standing. Occasionally may need to lift up to 50lbs.