Systems Support Analyst - Account Management

User Support Services and is responsible for the account management of all New Hires, Transfers, Terminations, Non-Employee Accounts, and Name Changes.

This position backs up the Help Desk calls as scheduled/needed and participates in the After Hours On-Call Rotation.

Schedule: Monday thru Friday 7am to 4pm

Hiring Range: $27.65/hour to $39.00/hour, commensurate with applicable professional experience.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES:

Customer Support:


* Create & disable user, network, and application access.


* Maintain user permissions using Active Directory.


* Triage & troubleshoot requests from callers and remotely assist staff with technology and application problems and accurately resolve or properly escalate, as appropriate.


* Accurately document all help desk contacts.


* Assist in the enforcement of Information Systems & Security policies.


* Participate in projects work as assigned.


* Participate in the User Support after-hours on-call rotation.


* Assist users with all system network printers.


* Create, edit and publish documentation of processes and procedures.


* Communicate with leadership regularly regarding system issues unable to resolve.

PC Support and Maintenance:


* Contact and work with printer maintenance vendor to affect printer repairs, as needed.


* Troubleshoot connectivity problems from client systems to network port.


* Coordinate installation of new equipment and software.

Other Duties:


* Make recommendations for new technologies that might benefit the clinic.



* Maintain System, Hardware, and Software inventories as necessary.


* Provide support of existing software applications.

Recommend, develop and support new software applications.


* Train doctors & other providers to use PC & mobile phone apps.

SKILLS AND ABILITES:


* Strong customer service skills.



* Working knowledge of client systems hardware such as PCs, Laptops, Thin Clients, Printers, Basic Wireless & Wired Network Communications, Tablets & Smartphones, etc.


* Proven ability to communicate effectively, both in written and oral form.


* Proven ability to work as part of a team, in a fast-paced production oriented environment.


* Proven ability to meet the needs of customers and enhance software usage, in a production environment.

EDUCATION AND EXPERIENCE:


* Technical certifications and/or education in related field (computer science, information systems, etc.) or equivalent work experience.


* Two (2) years' experience providing software support and PC maintenance and help desk support preferably in a healthcare environment.


* Experience with standard applications such as MS-Word, MS- Excel, MS Project, MS-Outlook, A+ or MCP Certifications a plus.


* Experience with Windows operating systems.

Pay Range:
$27.11 - $40.67

The above information is intended to indicate the general nature and level of work required in this pos...