IT Desktop Support Analyst III

POSTED ON 7/10/2020 AVAILABLE BEFORE 1/9/2021
SoutheastHEALTH Hired Organization Address Cape Girardeau, MO Full Time

Job Posting for IT Desktop Support Analyst III at SoutheastHEALTH

Variable Shift

Performs acceptance testing, documentation and project management for assigned systems and/or projects. Conducts thorough problem analysis in regard to technical system and solutions by documenting findings and proposes problem resolution alternatives. The position also provides support, maintenance, monitoring and ongoing enhancements to projects

Begin 
  • As the secondary point of contact for users requesting IT services or reporting technical issues, the analyst will provide excellent customer service while fulfilling these requests or responding to these issues, concerns or questions
  • Receive incoming requests for technical support. Respond to the requests in a timely manner and facilitate first contact resolution utilizing technical expertise and knowledge base information. Recognize and escalate to IT engineers in a timely manner when advanced level resolution is not possible
  • Provide level III support on various software applications, hardware systems and provide basic desktop application support. Refer more complex problems to appropriate IT personnel
  • Provide analyst training to new and existing level I and level II according to company policies and procedures
  • Provide strong hardware and software troubleshooting skills, independent trend and root cause analysis
  • Perform total call ownership, good time management, and follow up skills
  • Record all information associated with incidents, problems and/or requests in the IT Service Desk ticketing system in an accurate and timely manner
  • Maintain a composed and polite relationship with all hospital and IT colleagues, who may be challenging when reporting incidents or making service requests; recognizing the priority of the issue or request in the context of IT service delivery
  • Maintain a high level of familiarity with IT Service Desk ticketing systems and services in order to accurately document incidents, provide first level support, and escalate appropriately as needed
  • Provide input regarding IT Service Desk team documentation and Knowledge Base content
  • Participates in projects as needed and adheres to project plans
  • Achieve performance metrics as deemed by Supervisor and Team Lead
  • Assist Supervisor and Team Lead with reporting, analysis, or testing tasks
  • Continuous skills enhancement in a dynamic technical environment is required
  • Be able to maintain a flexible work schedule

Become 
  • Bachelor's degree in related field required or 8 years of equivalent work experience
  • Minimum 6 years of professional IT experience providing computer hardware installation and support is preferred
  • Minimum 3 years of experience in a healthcare environment is preferred
  • Project management methodologies and training material creation experience is preferred
  • Professional certification such as STI’s Certified Field Support Technician (CFST), Microsoft Office User Specialist (MOUS), A+ Certification, or similar is preferred
  • Excellent customer service skills and experience is a must
  • Excellent communication and organization skills
  • Strong interpersonal skills working in a team environment
  • Must be able to assist non-technical employees who are having technical issues

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