Sr Technical Support Analyst bei Munson Healthcare

Description

• Background in information systems required.
• Has experience in a complex multi-platform environment required.
• Experience working with vendors is beneficial.

• Bachelor’s degree with 2 years experience OR equivalent experience (or the equivalent) in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems required.

• Working knowledge of Project Methodology required.
• Intermediate knowledge of Microsoft Office and Internet Explorer required.
• Ability to use email, voice mail and IM and related technologies required.
• Intermediate knowledge of the operation and configuration of Microsoft Windows operating systems required.
• Familiarity with the command line interface required.
• Intermediate troubleshooting skills for computer hardware, operating systems, application and desktop issues required.
• Intermediate troubleshooting skills for laser and ink jet printers, label printers, scanners and fax machines required.
• Troubleshooting basic network connectively issues required.
• General understanding of a networked environment required.
• Experience with Active Directory required.
• IT Project+ Certificate (or equivalent) beneficial.
• Intermediate knowledge of downtime operations beneficial.
• A+ Certification beneficial.
• MCDST Certification is beneficial. 
• Experience managing hardware, software and project budgets beneficial.
• Basic knowledge of Apple hardware and operating systems beneficial.
• General knowledge of WAN/LAN networks and server environments beneficial.
• Experience leading small to mid-size IS projects beneficial.
• Ability to work independently required.
• Ability to follow detailed instructions required. 
• Exhibit strong written and verbal communication skills required.
• Effective verbal and written communication skills required.
• Possess excellent Customer Service skills required.
• Ability to completely and accurately document customer issues in the current call logging system required.
• Experience with one-on-one user education required.
• Ability to develop an orderly plan for execution of a project required.
• Ability to work with IS staff, vendors and others to trouble-shoot issues, develop new documentation and processes required.
• Experience writing technical computer documents beneficial.
• Pursues life-long education especially in career path beneficial.
• Ability to train and mentor staff is beneficial.
• Ability to develop, assemble and provide education on new processes beneficial.
• Development of staff (including evaluations, mentoring, educating) beneficial.
• Ability to develop, assemble and education on new processes required
• Development of staff (including evaluations, mentoring, educating), required.

• Provides operational support of technology.
• Provides concise, timely and detailed documentation of activities related to hardware/software service requests, installations and removals.
• Responsible for maintenance of technical documentation of operational processes and procedures. 
• Responsible for maintenance of departmental documentation including hardware and software inventories. 
• Monitors and processes tickets. 
• Monitors, troubleshoots and resolves hardware, operating system, application and desktop problems following documented procedures. 
• Escalates more complex issues to appropriate IS resources and ensures issue gets resolved.
• Responsible for preparation, installation and removal of hardware and software.
• Responsible for connection of hardware to the network.
• Required to work with vendors or other IS staff in resolving application, operating system, desktop, network and hardware issues.
• Performs pre-defined functions during downtime procedures including departmental rounding and relaying pertinent information to the command center. 
• Performs spreadsheet, database and word processing functions. 
• Provides one-on-one education to users.
• Maintains proper security at all times. 
• Manages multiple tasks simultaneously without supervision.
• Provides and implements ideas for improving customer service.
• Performs analysis to solve business or technological issues with little or no guidance.
• Monitors trouble tickets and ensures they are resolved according to SLA timelines.
• Develops a training program for the department and provides new hire orientation.
• May assist with the annual assessment of the staff.
• Assures team maintains technical documentation of operational processes and procedures.
• Assures team maintains departmental documentation of hardware billing and inventory.
• Leads teams across the healthcare system (not necessarily within IS).

• Demonstrates initiative and looks for opportunities for improvement.
• Seeks involvement in large/complex projects that span IS and the organization. Consistently delivers on tasks/assignments that challenge current development/skill level.
• Participates in defining strategy and tactics.

• Demonstrates in-depth awareness of customers and their major business functions within area of expertise.
• Recognizes opportunities for customers, such as process redesign/optimization or leveraging functionality of systems.
• Understands technical solutions and works with vendors to find solutions.
• Demonstrates general understanding of healthcare operations (outside area of expertise).
• Participates in work outside specific area of business/expertise.

• Actively seeks to mentor and develop junior team members and peers.
• Actively seeks new ways to organize work to meet the skills and strengths of peers/junior team members.
• Actively seeks learning opportunities to develop and challenge current skill level and to stay current with industry direction.

• Leads medium projects groups using defined methodology. 
• Recognizes needs, proposes new ideas, and defines scope, requirements, and timetables. 
• Sees the bigger picture.
• Listens well and leads team to effective decision-making.
• Demonstrates effective negotiation skills.
• Seeks opportunities to develop and understands own leadership style and capabilities.
• Effectively prioritizes the work of self, project, and team members.
• Demonstrates effective facilitation skills.
• Resolves team conflicts.
• Escalates appropriate issues for discussion -- as well as options and recommendations -- to management’s attention.
• Develops a network of industry peers outside of MHC.

• Demonstrates ability to work with all levels and roles of members within the organization.
• Works constructively with others despite differences in interest, perspective or needs. 
• Actively participates and adds value in team settings.
• Models consistent accountability and ownership.

• Shows appropriate comfort level in front of large and diverse groups both within and outside the IS departments. 
• Demonstrates that verbal and written communications are concise, articulate, tactful, and tailored to the audience.

• Demonstrates the ability to independently identify complex issues, options, pros and cons, and recommended solutions with appropriate documentation to support options.

• Brings best practice of the industry to the table.

• Understands impact of change on process system-wide.

• Demonstrates core values at MHC, becoming a role model for others.

• Shows a commitment to and ownership of quality work for self and team.

• Shows a commitment to the MHC organization and IS department initiatives and strategy.

• Adjusts quickly to new situations. 

• Displays productive energy on work assignments.

• Develops and reviews appropriate expectations or service levels with customers.

• Shows ability to facilitate outstanding service recovery.