Analyst III Help Desk- Information Systems

Salary: 25.79-38.69 USD

Facility: Administrative Regional Training Cntr

Shift: Shift 1

Status: Full Time FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Exempt: No

Work Schedule: Days Evenings Nights with Weekend and Holiday Rotation

Hours:

M-F 7am - 3pm

Summary:

Adheres to the prescribed Help Desk (HD) policies and procedures to provide consistent 24 x 7 x 365 technical support services for the systems, applications and technologies that are implemented throughout Catholic Health. The position requires a general level of understanding of PC hardware/software, general knowledge of broadband or network connectivity and electronic health records. Works directly with HD management, analysts, networking staff and other Catholic Health business associates to perform root cause analysis and improve HD practices and procedures. The HD Analyst II Communicates effectively with all Catholic Health business associates and members of the HD Support Team. Trains and mentors other HD staff who provide HD support to ensure standards are being followed. Must have strong customer service and teamwork skills, a positive attitude, good judgment, technical and analytical aptitude, and be dependable and respectable. Works with other helpdesk associates to ensure adequate coverage is provided. Will provide technical assistance to resolve issues related to computer hardware and software, including printing and operating systems. In addition the HD Analyst will provide operational support for Invision/Signature, MS4 and Soarian day end processing as well as process accounts payable and payroll checks for all Catholic Health facilities.

In conjunction with upper management, helps develop policies and procedures that will guide the work of all Help Desk staff with guidance from the tools of the Information Technology Infrastructure Library (ITIL). Modifies these policies and procedures using guidance from the "continual service improvement" tool that is part of the ITIL. Provides training and mentoring for all Help Desk staff and provides feedback to the manager on staff development and problems. Represents the Help Desk at internal and external meetings in the absence of the Manager and Supervisor. Provides development support in helping to maintain Change Gear from SunView Software Inc. and help to develop standard forms for user access in incident problem reporting.

Responsibilities:

EDUCATION

• Associate degree or IT Certificate preferred or actively enrolled working towards achieving degree or certificate
• ITIL Foundations Certification preferred

EXPERIENCE

• Associate Degree with three - five (3-5) years of I.T. customer service or a minimum of five (5) years of I.T. customer service experience required or equivalent combination of experience
• ITIL Foundations Certification preferred

KNOWLEDGE, SKILL AND ABILITY

• Knowledge of personal computers, operating systems, productivity software, electronic mail, emulation software, internet, network concepts, and computer peripherals required
• Outstanding and proven skills to organize and prioritize tasks in live environment
• Outstanding and proven ability to work independently and productively in a very fluid work environment
• Ability to quickly learn the relevant information about and extremely complex Information Technology system and translate that knowledge into customer friendly terms
• Must not only understand, but enthusiastically support the "customer is first" mandate
• Outstanding and proven skills to work as a productive and cooperative team member
• Excellent verbal and written communication skills required
• Demonstrated skills with personal Computer applications, including Windows, Microsoft Office applications. Knowledge of CH specific technology implementations is a plus
• Outstanding and proven skills to interact with customers
• Must have:
  • Good customer service and teamwork skills
  • A positive attitude
  • Good judgment
  • Technical and analytical aptitude
  • Be dependable and respectable