IT Support Analyst

Our Mission: At The Cancer & Hematology Centers we are dedicated to help, healing and hope for cancer patients and their families.

We provide our patients with advanced treatments, innovative research and, above all else, compassionate care. Our patients receive the most comprehensive, contemporary cancer care balanced with the compassion of a dedicated nursing and support staff. Treating cancer requires a team of committed and caring health care professionals working together to understand and address your needs. In addition to caring physicians, we have a full range of support staff available to assist you and your family, such as oncology-certified nurses, social workers, experienced lab and pharmacy personnel and a psychologist. Our focus is not just on healing but also on helping and offering hope. We know that being diagnosed with cancer is a life-changing event, and it takes a lot of adjustment to accept the emotional and physical realities of this disease. Our staff understands what you’re going through and can offer compassion and resources to help. To us, it’s important that healing isn't just centered on your disease site. Our cutting-edge cancer care is available close to home. Our medical staff have close ties to prominent hospitals and ongoing cancer research, and we bring those breakthrough advances to our regional centers to progress the level of care that is offered right here at home.

Why Join Us? We are looking for talented and high-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Job Description:

Our IT Support Analyst will actively be working at multiple clinic locations in West Michigan. As an IT support analyst your focus will be on providing support at the user desk or within the location in need of assistance.

Provide exceptional customer service. Respond to tickets indicating a user support request and identify and resolve issues. Work with other resources and vendors to deliver effective support services. Provide ongoing technical support and follow up with staff.

Stellar communication and customer service skills are essential for this role.

Primary Duties and Responsibilities (Essential Functions):

• Perform PC, peripherals, printer installations, upgrades and relocations onsite
• Consult with users, to determine hardware, software and system specifications
• Develop, prototype, test, troubleshoot, and document new systems and hardware for end users
• OS and application installations
• Setup and configure desktops and laptops for deployment
• Identifying, troubleshooting, resolving, and documenting user system issues
• Assist with inventory control of equipment and software
• Basic administration of the Electronic Medical Records (EMR) system
• Provides immediate assistance when possible and appropriate

• Responding to end user support request tickets, calls, and emails:
  • Updating service work notes
  • Prioritizing work to resolve complex support client issues
  • Collaborating with other CHC staff and vendor support resources to resolve requests
  • Providing updates, status, and completion information to management
• Manage user accounts in Active Directory, Exchange, Office 365, Citrix, GPMS, MFA system, Communication applications.
• Utilizing remote monitoring and management software to resolve client requests
• Ensuring the security of all configurations made on client systems
• Managing and reviewing basic security systems logs
• Provide support to phones and A/V systems
• Documenting solutions and building IT knowledge base
• Interacts in a cross-team capacity to meet customer and organizational needs
• Immediately bring to the attention of your supervisor, areas of concern or items in need of correction as they are discovered
• Special assignments and projects as directed by your supervisor

Qualifications:

• Associate Degree in Computer Science or related field or equivalent experience – willing to consider 1-2 years of work experience in an IT Systems Support, desktop support, help desk or similar role.
• Strong interpersonal, verbal and written communication skills. Ability to effectively communicate and work with non-technical people on technical issues.
• Strong work ethic and the initiative and ability to work independently and in team environments.
• Attention to detail and good listening skills. Can follow complex instructions and pre-established guidelines to perform the job functions in accordance with established standards, concepts, practices, and procedures of CHC.

Preferred Knowledge/Skills/Abilities/Education/Experience:

• Proven skills in PC repair, troubleshooting, deployment
• Remote desktop support applications
• Troubleshooting printer and fax issues
• Experience with data cabling and cable management
• A , ITIL, or Microsoft certifications are beneficial but are not required.
• Ability to manage multiple requests and issues
• Operating System experience in the Win 10, Win 11, Mac OSX, Thin client OS
• End user management in Active Directory, Exchange, Office 365, Citrix

• Desktop applications, Office 365 applications
• Knowledge of desktop, laptop, mobile device operation
• Working knowledge of medical terminology
• Working knowledge of electronic medical records

Function as a team member by expanding his/her responsibilities as directed by management to facilitate optimal workflow within the cancer center.

Communicates and interacts with peers and other departments in a manner that is viewed as having a positive effect on patient services and CHC staff morale. Interacts effectively with patients/family members and demonstrates sensitivity in regards to cultural diversity, age specific needs and confidentiality.

This employee has access to medical records daily. The parts of the medical record s/he needs to references to perform his/her job are as follows: Lab Information System, Pharmacy Information System, Entire Chart/Electronic Medical Record (EMR), and Electronic Billing System (EBS).

Work Environment:

Able to see clearly in an environment which is equipped with typical lighting. Able to perform manual tasks that require the use of fine muscle motor skills. Able to walk approximately one mile per workday. Able to lift 50 pounds. Able to stand and / or sit for prolonged periods. Able to freely bend/stretch. Able to access, input and retrieve information from computer. Very fast-paced and ever changing office environment. Demanding regarding deadlines and time frames. Very detailed and challenging work. Constant demand for updating knowledge.

Some travel will be required as needed to provide support at one of our clinic locations.