General Summary
-
- The Technical Support Analyst I provides Help Desk support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of low complexity. Responds to telephone, email, on-line, and walk-up requests for technical support. Documents, tracks, and monitors requests and incidents using the help desk ticketing system, applicable systems, and tools.Additionally, the Technical Support Analyst I may coordinate with other teams or departments to resolve user problems.is responsible for general maintenance of computers and computer equipment. The Technical Support Analyst I is expected to undertake general tasks which will promote seamless use of IT infrastructure in a work environment.
- This position acts as a liaison between Information Technologies and user department(s). Plans, organizes, and controls the use of IT resources to restore operational functionality (Incidents) and satisfy customer requests for new services (Service Requests). Provides support to Workstation Analysts, Application Analysts and Networking staff. Assists in performing basic tasks (such as: enterprise-wide operating system updates and software upgrades, interacting with vendors, troubleshooting over the telephone/remote control/in-person, ensures an accurate inventory of all information technology hardware and software, creating FAQs for end users. Shares responsibility, through meeting or exceeding individual performance metrics, to the team meeting it's goals and objectives.
Essential Duties and Responsibilities
- Responds to requests for assistance. Investigates need for additional services, programs, software, or modifications. Suggests methods of improving operations with computer technology. Demonstrates customer relations skills and maintains a positive attitude and company image during all interactions with end users and staff.
- Meticulously tracks every request sent to the IT department. Fully documents each request. Provides timely status back to users.
- Notifies department and significant events relating to automation.
- Works in conjunction with department manager on assessing peripheral needs.
- Keeps Manager of User Services informed of all potential problems and issues.
- Complete reports in the allotted time period.
- Continuously improves proficiency and knowledge. Participates in upgrade training for all phases of automation to increase knowledge and abilities, particularly as it relates to integration of all products.
- Meets or exceeds individual performance metrics in alignment with team goals and objectives.
- Uses approved tools to document requests for service from all hospital staff via phone, e-mail, or walk-up visits.
- Manages all requests for services that come in to the IT department through the Service Desk.
- Coordinates with IT specialist to satisfy customers' requests.
- Creates manuals of software/hardware implemented for IT team support.
- Create, modify, and/or delete user accounts per department policy.
- Installs and tests new software to include anti-virus software. Ensures software is properly configured, regularly updated and works properly on all PC and server stations.
- Other duties as assigned.
Job Qualifications
- Education
-
Work Experience -
- Technical knowledge of Microsoft Windows and PC hardware and internal components.
- Working knowledge of DNS, DHCP, TCP/IP, FTP, and DFS.
- Ability to read and understand technical manuals, procedure documentation, and OEM guides.
- Application support experience with Windows 10, Microsoft Office, Active Directory, and the ability to learn specialized applications.
- Knowledge to operate most office equipment.
-
Certification/License
Mental/Physical Requirements
-
Close mental and visual concentration and variable operations for sustained periods of time. Ability to stand, walk, sit, and reach. Most of the work day will be spent sitting at a desk. Must be able to transport self to various parts of hospital 80% of time. Occasional lifting up to 35 lbs.
Working Conditions
- Standard office conditions; well lighted, climate controlled area.