Sr Technical Support Analyst Traverse , Michigan Desktop Support Day shift

Overview

We’re northern Michigan’s largest healthcare system and we are deeply rooted in the communities we serve. That means that our patients are often our family, friends and neighbors – and it’s special to be able to care for them. And as one of the top healthcare systems to work for in Michigan by Forbes (America’s Best Employers by State 2022), we’re committed to your ongoing growth and development.

After work, you’ll find things to do in every season – beaches, outdoor recreation, unique restaurants, world-class wineries, arts and entertainment.

This level demonstrates high proficiency in the development and support of the technical support team. Provides complex business or technology solutions to customers and technical support team. May be asked to lead projects. Uses effective communication skills to consult with physicians and hospital staff. Understands the major business functions within the hospital and customer requirements. Installs new equipment and replaces old equipment.

Helps IS teams resolve issues with existing and new equipment. This level requires seasoned staff with educational background and/or experience to perform tasks independently. This level coaches team members as requested and begins mentoring of individuals. Will be required to lead large, complex projects.

Experience:

• Background in information systems required.
• Has experience in a complex multi-platform environment required.
• Experience working with vendors is beneficial.

• Bachelor’s degree with 2 years experience OR equivalent experience (or the equivalent) in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems required.

Technical Knowledge:

• Working knowledge of Project Methodology required.
• Intermediate knowledge of Microsoft Office and Internet Explorer required.
• Ability to use email, voice mail and IM and related technologies required.
• Intermediate knowledge of the operation and configuration of Microsoft Windows operating systems required.
• Familiarity with the command line interface required.
• Intermediate troubleshooting skills for computer hardware, operating systems, application and desktop issues required.
• Intermediate troubleshooting skills for laser and ink jet printers, label printers, scanners and fax machines required.
• Troubleshooting basic network connectively issues required.
• General understanding of a networked environment required.
• Experience with Active Directory required.
• IT Project+ Certificate (or equivalent) beneficial.
• Intermediate knowledge of downtime operations beneficial.
• A+ Certification beneficial.
• MCDST Certification is beneficial.
• Experience managing hardware, software and project budgets beneficial.
• Basic knowledge of Apple hardware and operating systems beneficial.
• General knowledge of WAN/LAN networks and server environments beneficial.
• Experience leading small to mid-size IS projects beneficial.
• Ability to work independently required.
• Ability to follow detailed instructions required.
• Exhibit strong written and verbal communication skills required.
• Effective verbal and written communication skills required.
• Possess excellent Customer Service skills required.
• Ability to completely and accurately document customer issues in the current call logging system required.
• Experience with one-on-one user education required.
• Ability to develop an orderly plan for execution of a project required.
• Ability to work with IS staff, vendors and others to trouble-shoot issues, develop new documentation and processes required.
• Experience writing technical computer documents beneficial.
• Pursues life-long education especially in career path beneficial.
• Ability to train and mentor staff is beneficial.
• Ability to develop, assemble and provide education on new processes beneficial.
• Development of staff (including evaluations, mentoring, educating) beneficial.
• Ability to develop, assemble and education on new processes required
• Development of staff (including evaluations, mentoring, educating), required.

Functional Knowledge:

• Provides operational support of technology.
• Provides concise, timely and detailed…