What are the responsibilities and job description for the Tech Support Analyst II position at Southeast Health?
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Job Description Summary
Technical Support Analyst II is responsible for the coordination and execution of the IS Service Desk and Datacenter Operations. The primary goal for the position is to provide quality support to clinical and line of business users while efficiently monitoring and maintaining day to day operations of the hospital datacenter.Job Description
Essential Functions
- Provides Tier I technical support to clinical and line of business end users via multiple support channels
- Executes daily operations and maintenance for multiple high-availability and distributed systems
- Monitors enterprise-wide server, network, and application status using various consoles and tools
- Effectively troubleshoot issues to communicate and document for Tier II and above escalation
- Utilizes ITSM system to ensure end user and/or infrastructure generated incidents are logged, assigned, escalated, and resolved efficiently to minimize user and system downtime
- Create relative knowledge base articles for repeatable resolutions
- Monitors environmental conditions in the primary datacenter and secondary server/telecommunication equipment locations
- Escalates problems and reports anomalies to senior staff in a timely and efficient manner
- Maintains accurate inventory of hospital IT assets and equipment
- Assists Technical Services group with project related software and hardware deployments and updates
- Performs other duties as assigned
Direct Reports (supervised positions)
- None
Qualifications
Minimum Education Required
- High school graduate or equivalent
Minimum Education Preferred
- Associate degree in computer science or related field
- MCP, A or other industry recognized technical certification
Minimum Experience Required
- Customer service support resolving basic technical issues
Minimum Experience Preferred
- One (1) to two (2) years’ experience in information technology
Required Skills/Abilities
- Exceptional customer service skills
- Ability to maintain proper levels of confidentiality
- Good verbal and written communication skills
- Good prioritization and decision-making ability
- Ability to operate in a fast paced and stressful environment.
Shift
Shift Details
VariousFTE
Type
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Equal Employment Employer
Southeast Health is committed to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Southeast Health will provide reasonable accommodations for qualified individuals with disabilities.
