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Job Summary

The Support Services Technical Analyst is responsible for the investigation, resolution and escalation of simple to moderate complex software, hardware, and infrastructure issues. The Technical Analyst remains focused on identified goals, SLA's and KPI's, documenting all steps within the ITSM software. The Analyst assists the Technical Coordinator/Senior Technical Analysts in the orientation and training process, working with individuals and teams on skillsets, procedure and customer service. The Analyst makes recommendations on needed departmental, process or procedural changes and improvements. This position is expected to maintain excellent customer and ITS team member relationships.

Accountabilities

• Intake chats, calls and self service issues and requests for further analysis, troubleshooting and resolution. Document all required customer fields, system fields and notations within the ITSM software. Escalates problems, trends and issues not resolved at first call via the ITS Escalation and Communication plan. - 50%
• Through the use of E-mail, Teams, departmental meetings, training, knowledge base and the ITSM templates, stays current on all changes in process and procedure ensuring first call resolution. - 15%
• Exhibits a personal touch and empathetic tone and style when communicating with customers and peers. - 15%
• Continuously improves knowledge and understanding of systems and services as well as technical concepts through self research/training. - 10%
• Recommends modifications to procedures, knowledge and knowledge documentation. - 10%

Supervisory/Management Responsibility

This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

• High School diploma or equivalent
• 4 years - Information technology, IT Support, Applications Support or a directly related role.

Required Certifications/Registrations/Licenses

Successful Completion of End User Epic Training within 180 days of hire into position measured by passing the Service Center Post Training Assessment.

In Lieu Of The Above Minimum Requirements

In lieu of the educational and experience requirements listed above, an Associate Degree and 2 years experience as defined above or a Bachelor's Degree with no experience required.

Team members employed in this job prior to July 1, 2020 are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification.

Knowledge, Skills or Abilities

• Excellent written and verbal communication skills . - Required
• Technical aptitude and troubleshooting capabilities. - Required
• Healthcare Experience. - Preferred
• ITIL/HDI/A /Net or other technical certification. - Preferred

Work Shift

Variable (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019064 ITS Support Services

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