IT Analyst I

Works under the direction of the Help Desk Manager. Works with caregivers to perform analytical, technical, and administrative work in End User Computing. Responsible for support and resolution of trouble issues with technical documentation.

Responsibilities

• Aids end-users with the installation, configuration, and ongoing usability of supported computing platforms, peripheral devices and software within established standards and guidelines. This involves problem recognition, research, isolation, resolution and follow-up steps.
• Able to assist users over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner.
• If necessary to resolve problems, coordinates resolution with the appropriate internal/external personnel. May require travel to an on-site/off-site location to achieve problem resolution.
• Uses a ticket management system or tracking system for obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of reported issue.
• Performs some domain Administration such as account management and giving groups and users required rights to perform their job. Others administrative tasks include, but are not limited to: adding, moving and deleting users from a group; checking rights of users; resetting passwords; disabling accounts.
• Maintains a high level of proficiency in hardware, software, networking and other technologies related to Information technology.
• Under general supervision, performs analytical, technical and administrative work in the planning, design and installation of new and existing personal computer systems, including hardware, software and peripherals.
• Confers with customers to determine types of hardware and software required.
• Demonstrates the ability in communication, both oral and written, under potentially adverse situations with a focus on customer service and satisfaction.
• Builds and maintains a knowledge base real-time while solving problems. Analyzes, organizes, and distributes these solutions to customers and other IT analysts for problem solving.
• Perform other duties as assigned.

• H.S. Diploma - High school diploma or GED equivalent - Required
• Bachelor's Degree - Bachelor's or Associate's preferred - Preferred

• Hospital background to properly understand the interrelationship of the various hospital departments and technologies used in those departments. - Preferred
• Clinical process knowledge - Preferred
• Consultative skills - Preferred

• CompTIA A+, Network+, Security+ - Preferred within 180 Days
• Microsoft, HP, Lenovo, Apple Macintosh certifications - Preferred Upon Hire

Qualifications

Essential Technical/Motor Skills

• Proficiency with online devices.
• Proficiency with communicating via face-to-face, audio, written communication.
• Ability to prepare for and facilitate a meeting.

Interpersonal Skills

• Excellent verbal and written skills, strong interpersonal skills and the ability to perform as a team player.
• Ability to work with peers at all levels in establishing and executing strategies for the process improvement and solution selection, installation and implementation of computer based solutions.
• Highly focused on radical, loving service
• Not afraid to think and act outside the box
• Open and flexible
• Able to think and act efficiently with minimal direction
• A catalyst for change
• Serves with HEART
• Consultative
• People- and relationship-oriented
• Highly effective listener and communicator
• Operates with strong integrity and ethics. Instills trust and honesty
• Innovative and forward-thinking
• Manages conflict without becoming defensive or angry
• Self-reflective-knows strengths and weaknesses and self-manages effectively
• Maintains a sense of humor and optimism under pressure

Essential Physical Requirements

• Ability to work at a desk for a major part of the workday using an online computer terminal and/or a personal computer and a telephone.
• Ability to manipulate manuals, printed output, memos, periodicals, mail, and written requests.
• Ability to attend meetings at sites other than the normal workplace (on a different floor or in a different building).

Essential Mental Abilities

• Must possess the ability to solve problems using a high degree of logical thought process.
• Ability to make independent decisions based on the interpretation, analysis and evaluation of changing data and conditions.
• Also must be able to work on several tasks concurrently with great emphasis on the retention of details.
• Ability to switch between multiple tasks and projects.
• Demonstrates a high degree of stress tolerance.
• Must have the ability to retain a wide variety of knowledge about software and hardware products.
• Must be able to develop and organize short and long-range goals.

Essential Sensory Requirements

• Adequate vision to read technical manuals and periodicals, memos, reports, and other documentation and to use an online and/or personal computer monitor.
• Adequate hearing to understand verbal information and use a telephone.

Exposure to Hazards

• Physical hazard of electrical shock is present when working with electrically powered devices.
• The job carries a high degree of stress stemming from the need to meet demands and provide a customer-oriented service to the end users.
• Eye and neck strain.

Other Skills and Abilities

• Demonstrates the ability to function in a self-sufficient role and to accept a great deal of responsibility.
• Demonstrates a high degree of self-motivation and self-confidence resulting in the ability to make decisions and to react to changing situations.