Analyst I - Technical Support

Technical Support Analyst IThis position will be based out of our Administration Office in Dothan, AL

Working Hours:

Monday-Thursday 8am-530pm;
Fridays 8am-12pmPOSITION SUMMARY/FUNCTION 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 in the Information Technology department. This position will require travel within or outside the catchment area.

ESSENTIAL DUTIES / RESPONSIBILITES / FUNCTIONS / TASKS:

Effectively troubleshoots and provides assistance in regard to computer hardware and software.

Implement practices that will more effectively utilize MIS resources.

Assist with system backups, scheduled system/server reboots, and provides other operational support as needed.

Monitors organization-wide server, network, and application status using various consoles and tools.

Utilizes the Service Desk to ensure end user and/or infrastructure generated incidents are logged, dispatched, escalated, and resolved efficiently to minimize user and system downtime. Maintains accurate service request records for reporting.

Produce technical training programs and useful system documentation through written and visual designs.

Recommend changes in software and hardware to improve computer capabilities and/or processes for clinical staff.

Performs other duties including but not limited to:

Treat others with respect and courtesy at all times.

Ensure necessary documentation is completed in a timely manner with minimal errors and in compliance with applicable guidelines and policies.

Receive and respond to inquiries promptly and courteously.

Meet with supervisor as established.

Follow guidelines of Spectra Care Personnel Policy, Spectra Care Clinical Policy, including but not limited to the Alabama Administrative Code, CMS, and all other applicable regulating and contractual entities.

Participate in training, workshops, in-services, and/or administrative meetings as assigned.

Ensure any necessary documentation is completed and up to date before annual leave or personal leave is taken.

Adhere to Dress Code as set forth in the Spectra Care policies and procedures.

Respond to emergency and/or crisis situations as they arise.

Functions and performs well in stressful environments and manages work related stress to ensure the safety of others.

Demonstrates a willingness to work on any unit / program at Spectra Care based on facility needs as directed.

Conforms to Spectra Care’s Core Values as duties are carried out daily.

Functions within professional boundaries with individuals and others.

Works in a cooperative manner with other Spectra Care employees, individuals, and/or family members.

Performs duties independently and/or with minimal supervision.

Perform all duties with the highest standard of ethics.

Works well with other staff and individuals to ensure safety of program, individuals and other staff.

This position has access to and knowledge of extremely sensitive, private, and confidential materials. Position must maintain the highest standard required with zero tolerance.

Other services, tasks, functions, and responsibilities deemed necessary; not otherwise specified.

Regular attendance with timely arrival and departure according to scheduled hours. All absences must be reported to the Director of IT, his/her designee or Chief Human Resources Officer.

Must be able to work full time with rotating assignments as necessary to include but not limited to overtime hours, nights and/or weekends as scheduled.

To ensure client/staff safety while on duty, must remain awake during scheduled working hours.

NON-ESSENTIAL DUTIES/RESPONSIBLITIES/FUNCTIONS/TASKS:

Attend departmental meetings and other assigned meetings.

Attend all required job-related/system training.

Assist in other areas as needed.

Conforms to System’s policies and procedures.

ESSENTIAL DUTIES/QUALIFICATIONS/KNOWLEDGE/SKILLS/ABILITIES:

Knowledge and ability to effectively troubleshoot and provide assistance in regard to computer hardware and software.

Ability to identify and troubleshoot complex issues independently, including the ability to search internal and external documentation to resolve end user or system generated issues.

Escalates problems and reports anomalies to senior staff in a timely and efficient manner.

Ability to provide high quality technical support in a professional and courteous manner in accordance with accepted procedure, including the use of prompted scripting to ensure a consistent and repeatable support experience for customers of the IT department.

Ability to make independent decisions in accordance with rules and regulations and apply these to work problems.

Coordinate tasks with all departments.

Ability to have patience and emotional stability.

Ability to respond professionally in a crisis situation.

Ability to communicate with staff and others, in a professional manner, both written and oral.

Working knowledge of business English, spelling and arithmetic.

Working…