Technical Support Analyst jobs in Hackensack, NJ

Description

Holy Name is New Jersey's last remaining independent, Catholic health system, comprising a comprehensive 361-bed acute care medical center, a cancer center, medical fitness center, residential hospice, nursing school, and physician network. The system has a national reputation for providing culturally sensitive care to a diverse population, drawing patients from across the New York City region to its specialty centers and renowned doctors. Holy Name's mission to provide technologically advanced, compassionate and personalized care extends across a continuum that encompasses education, prevention, diagnosis, treatment, rehabilitation and wellness maintenance. The system is known as a high-quality, low-cost provider of extraordinary clinical care given by compassionate, highly trained physicians and staff.

A Brief Overview
Under the guidance of a manager the Technical Support Analyst's role is to provide technical hardware, software, network & device problem resolution to all callers in a timely, effective and courteous manner. The technician will provide telephone, remote or on-site assistance as needed. A professional demeanor is a strict requirement of this position plus the ability to work alone and as part of team. Escalate incidents, when required, to the appropriately experienced technician or manager. This person should make suggestions to improve the department, document policies and procedures, assume responsibilities for specific on-going tasks, make hardware and software recommendations and perform special duties and assignments as requested.

What you will do

• Field and log all incoming requests to the help desk (phone, email and in person) and ensure courteous, timely and effective resolution of end user issues.
• Visually monitor systems at all times. Determine that all systems are running and take appropriate action if needed.
• Document and track the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access HNMC knowledge base and use internet resources to aid in problem resolution before escalating issues.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Make suggestions to improve help desk operations.
• Insure Tech. Support guidelines and policies are maintained.
• Show initiative and assume responsibilities where deemed necessary.
• Create and review knowledge base documents when needed
• Provide basic training to end users that may help reduce future help desk calls
• Conduct all interactions with system users, peers and management in a patient, courteous and professional manner.
• Install, configure and repair operating systems, software applications, PC hardware and peripherals. May include simple cabling tasks.
• Assist the Director and other IT managers on an as needed basis.
• Must have a flexible schedule to work other shifts including weekends and holidays. This is a requirement of this position.
• Must maintain and respect confidentiality regarding patient information or internal medical center information (ie: payroll, PHI, etc.)
• Provide end user resolution over the phone, remotely or through on-site visits.
• Communicate problem resolution to end-users in a user-friendly manner.
• Maintain asset inventory at all times (ie: utilize Asset Tracker)
• Coordinates repair of third party equipment (ie: printers, medical carts, copiers, etc) with appropriate vendors.
• Maintains strong customer focus/demeanor at all times.
• Follows established Holy Name Medical Center and Technical Support policies and procedures at all times.
• Preserve and grow your IT knowledge by using available resources and learning from established staff.
• Willingness to travel to remote sites when necessary.

Education Qualifications

• Trade/Vocational School Degree/diploma in computer science or computer-related studies. Required

Experience Qualifications

• less than 1 year Experience in the I.T. industry will be considered in lieu of the necessary qualifications. Required and
• less than 1 year Experience in a Tech. Support / Help Desk environment is suggested. Required and
• less than 1 year Experience in general computer, printer & device installation, configuration and repair Required

Knowledge, Skills, and Abilities

• A strong skill set related to various software applications including Windows, IBM Notes (or equivalent email system) and Microsoft Office products is necessary.
• A working knowledge of the IBM I Series platform is a strong plus.
• Sound working knowledge of Citrix and basic network concepts including TCP/IP and LAN/WAN functionality is needed.
• Strong communication skills are required to interface with system users and management.
• Show initiative to make suggestions and improvements in the department along with accepting responsibility.
• This person must have the ability to address his/her co-workers to make sure established help desk guidelines are maintained.

Licenses and Certifications

• CompTIA A Certification Upon Hire Preferred

Holy Name is a mission-driven facility whose quality standards and philosophy are rooted in the principles of its founders, the Sisters of St. Joseph of Peace. Those principles are exercised daily by the Medical Center's dedicated and talented team of physicians, nurses, allied health employees, and a wide variety of non-clinical administrative and operational staff members. Holy Name is an Equal Opportunity Employer.