Technical Support Analyst, FT, Variable

Inspire health. Serve with compassion. Be the difference.

Job Summary

Provides reliable, accurate, well-researched and technical knowledge and deploys newly approved devices and resolve issues. Utilizes strong understanding of desktop devices, software, and procedures to advise and assist in the approval and deployment process. Provides support to the IS department by working directly with onsite staff to insure the timely installation and support of the desktop environment. Coordinates the purchasing of desktop devices, software, licensing, and maintenance associated with these devices. Serves to coordinate the installation of desktop devices including but not limited to computers, printers, scanners, software and all associated peripherals. Maintains Support Center technical documentation and additionally prepares and analyzes statistical reports. This position is expected to mentor and train other Support Center Technicians and Desktop Analysts. May assist in the maintenance of vendor contracts, contract terms and contract versioning for assigned vendors. Supports the rest of the IS team as needed in handling the coordination of internal IS device purchasing.

Essential Functions

All team members are expected to be knowledgeable and compliant with Prisma Health's values : Inspire health. Serve with compassion. Be the difference.

Evaluates and resolves break-fix issues with computer and peripheral hardware and software. Escalates issues to appropriate Senior level analysts as appropriate.

Participates in resolving move / add / change (MAC) requests relating to desktop computer equipment, peripherals, and software as assigned.

Handles escalated tickets as assigned. Escalates problems as appropriate following documented procedures. Follows given procedures for escalation to Tier 3 within the Service Center and Information Services.

Analyzes technical incident and support requests and consults with technical support teams to make recommendations to include but not limited to; software changes, training gaps, reduce call rates.

Documents all user encounters within the ITSM software, capturing pertinent user information, description of issue, troubleshooting steps and resolution notes offering the user and the other Support Center staff the future knowledge to resolve the same issue in the future. Acts as a Problem Coordinator during critical events.

Reviews, creates and maintains technical knowledge documentation to support the end user and other Clinical Support staff.

Trains and mentors other Desktop Analysts and Service Center Staff.

Maintains working knowledge of supported products and services, utilizing available online training to improve skills.

Applies proven communication, analytical and problem-solving skills to help identify, communicate and maximize system potential by the end user. Responsible for initiation of end user alert notifications during critical events.

Performs other duties as assigned.

Supervisory / Management Responsibilities

This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Requirements

Education - Associate degree inInformation Technology, Computer Science or a related field of study

Experience - One (1) year desktop services, application and / or help desk support experience

In Lieu Of

High School Diploma andthree (3) years of experience in desktop, application and / or help desk support may be considered.

Required Certifications, Registrations, Licenses

A+ and / or Microsoft MCSA certification - Preferred

Knowledge, Skills and Abilities

Communication skills

Experience in writing reports, presentations, training documentation, technical writing

Experience with Apple computers, tablets, and phones - Preferred

Work Shift

Variable (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019094 ITS Desktop Services

Share your talent with us! Our vision is simple : to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.