IT Customer Support Analyst II

Description

Information Systems | Cape Girardeau, MO | Full Time

Job Summary

The IT Customer Support Analyst II will provide excellent service in response to end user requests for a broad range of IT service offerings. The analyst will use outstanding customer service skills, technical expertise and knowledge base information in performing this role. Additionally, this position is responsible for providing first level incident response and will follow escalation procedures to assign issues/requests to the appropriate IT teams

Essential Functions

• As the primary 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 level III analysts in a timely manner when first level resolution is not possible
• Troubleshoot basic end user issues as well as provide level II support on various software applications, hardware systems and provide basic desktop application support. Refer more complex problems to appropriate IT personnel
• Provide training via telephone to end users
• 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
• 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
• Any other duties as needed to drive to the Vision, fulfill the Mission, and abide by the Values of the organization
  

Qualifications

• Bachelor's Degree In related field required Or
• 5 years of equivalent work experience
• Minimum of 4 years IT experience providing telephone and remote technology support preferred
• Minimum of 2 years Experience in a healthcare environment preferred
  
• Microsoft or ITIL v3 certification preferred