Technical Support Analyst at Munson Healthcare

Description

• Associates or Bachelor’s degree or equivalent experience Bachelor's Degree (or the equivalent in CIS, MIS, IS, Computer Science, Engineering or Business Administration) with emphasis in information systems; or Bachelor's degree (or the equivalent) in related field (e.g. statistics, mathematics, physics) with one year related experience beneficial.

• Background in information systems beneficial.
• Has experience in a complex multi-platform IT environment beneficial.

• Intermediate knowledge of Microsoft Office applications and Internet Explorer required. 

• Ability to use email, voicemail 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. 

• Basic knowledge of downtime operations required. 

• Troubleshooting basic network connectively issues required. 

• A+ Certification beneficial. 

• MCDST Certification is beneficial. 

• General understanding of a networked environment is beneficial. 

• Experience with Active Directory beneficial. 

• Basic knowledge of Apple hardware and Operating systems beneficial.

• Ability to work independently required. 

• Ability to follow detailed instructions required. 

• Exhibit strong written and verbal 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 is required.

• Ability to develop an orderly plan for execution of a project is beneficial. 
• Pursues life-long education especially in career path beneficial. 

• 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. 

• 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.  

• Maintains proper security at all times. 

• Manages multiple tasks simultaneously without significant supervision. 

• Provides ideas for improving customer service. 

• Performs analysis to solve business or technological issues with occasional guidance. 

• Provides one-on-one education to users. 

• Works independently. 

• Makes suggestions for problem resolutions and performance and process improvements. 

• Performs analysis to solve business or technology problems with occasional guidance. 

• Seeks guidance as needed; knows where and when to ask for assistance. 

• Volunteers for tasks/assignments that challenge current development/skill level. 

• Demonstrates knowledge of healthcare operations along with the business and clinical areas associated with healthcare (e.g., Inpatient, Outpatient, Ambulatory, general departments such as Radiology, Cardiology, etc.). 

• Focuses on one area of business (e.g., Working in telecommunication, may have knowledge of Plant Engineering/Facilities; working in applications, may have a general knowledge of the area supporting). 

• Demonstrates general knowledge of IS division (e.g., Clinical Applications, Ambulatory Applications, Technical, Server/Desktop, Helpdesk, etc.). 

• Demonstrates in-depth knowledge of the specific department within IS currently working in. 

• Demonstrates working knowledge of his/her business area of responsibility. 

• Demonstrates interest in seeking awareness of larger picture of health care operations.

• Coaches other members in basic procedures, processes, and technologies, as needed or appropriate. 

• Recognizes strengths and weaknesses and pursues relevant opportunities to improve.  

• Builds consensus with the team and department on key decisions. 

• Assists others with planning work. 

• Leads small projects using defined methodology. 

• Supports change and encourages peers to embrace change. 

• Demonstrates appropriate decision-making in prioritization of activities/assignments/work.

• Develops, demonstrates and understands the value of diversity. 

• Assumes personal accountability for work assignments and delivers on commitments to the team. 

• Demonstrates the ability to positively influence others. 

• Continually develops skills in persuasion, influencing others, and making presentations. 

• Shows appropriate comfort level in front of small groups of people. 

• Develops verbal and written communication skills to be concise, articulate, tactful, and tailored to the audience. 

• Applies good judgment to choosing the appropriate form of communication. 

• Demonstrates growing skill in making presentations. 

• Demonstrates the ability to independently identify issues, options, and pros and cons, with appropriate documentation (e.g., test plans, user input, etc.) to support options. 

• Supports and encourages core values in others. 

• Presents a professional work ethic. 

• Assumes reliability, loyalty, a cooperative demeanor, honesty. 

• Adapts well to changing circumstances, welcomes change. 

• Invites others to seek the individual’s help by means of an approachable style. 

• Approaches disagreement positively.

• Provides ideas for improving and exceeding customer service.  

• Anticipates the customers’ needs and provides a positive experience even if the need to go outside the norm is appropriate.  

• Recognizes opportunities for modification of service level expectations