System Analyst

Location/Dept:
Business Center - Information Systems

80 hours per pay period

The IS Support Analyst will be responsible for help desk support including answering, logging, tracking & problem resolution of all IS support calls. The support analyst will triage, troubleshoot & resolve end user problems & requests. Responsibilities will include hardware & software configuration & setup, hardware & software inventory management, application support, desktop & technical support, printer administration, security requests, daily monitoring & follow-up of IS administration activities, conference room management.

The Support Analyst will be expected to work closely with end users, vendors & subject matter experts on problem resolution.

Supervisory Responsibilities:

None

• Trains new team members as requested by management.
• Train or retrain team members on new technology.
• Speaks positively about the systems & promotes system usage.
• Notifies departments of system downtime & provides support needed in a timely manner.
• Available & helpful during Go LIVE which may include irregular shifts.
• Works flexible schedule based on staffing & end user support needs.
• Provides in-house technical/software support during office hours, determines hardware, software & training needs & troubleshooting equipment in conference rooms.
• Technical support with on-call responsibility for IS.
• Provides hardware & software application installation/setup troubleshooting, maintain user access to network & EHR system.
• Basic network support.
• Willing & able to deliver solutions for user community as required.
• Greets caller in a courteous & professional manner.
• Help desk & other technical calls are answered & properly documented according to support procedure.
• Issue updates are documented in ticketing system prior to escalating to tier 2 support.
• Issues are appropriately prioritized based on priority standards & resolved by self or assigned to tier 2 support.
• Issues are managed to resolution following recommended procedures within designated SLA time frames.
• Issue status is communicated to requestor & follow-up call completed at resolution of issue.
• Issues are communicated & escalated to management as appropriate.
• Other team members (IS & non-technical) are trained & knowledge shared.
• Quality & service level measures are met consistently improvefor entire help desk.
• Updates resolution documentation & solutions database.
• Computer has been completely setup with software &/or software updates have been applied, & system has been configured according to setup procedures for network printing & all applications are functioning correctly.
• Team member software & hardware is operational with current version of tested application.
• Quality checks have been completed on all PCs & printers prior to deployment.
• End user is communicated of status of PC & printer replacement process.
• End user is trained on any changes to PC or printer as a result of the deployment.
• All new, changed, & removed PCs are documented accurately & timely in inventory tracking software.
• All technical equipment is maintained & functioning properly.
• All preventative maintenance on equipment completed in a timely manner. Opportunities to reduce cost & improve services are identified, discussed & implemented.
• All changed & removed equipment are documented accurately & timely in inventory tracking software.
• Hardware is in place & tested as part of requested move.
• Location of equipment has been properly configured to prevent privacy, safety & security concerns.
• Move of hardware has been documented in inventory tracking process.
• Retirement of any devices has been appropriately documented.
• Conference rooms are checked on a regular basis to ensure all equipment is in it’s proper…