IS PC Technician 1 UC

Franciscan Missionaries of Our Lady Health System; Baton Rouge (LA); On-site; USD 40,000 - 50,000; Full time

Job summary

FMOLHS is seeking an IS Support Analyst I to provide essential IT help desk support to internal users in Baton Rouge, LA. You will troubleshoot, diagnose and resolve issues related to system access, hardware, software, and basic network connectivity, while documenting and tracking requests to meet SLA targets.

Responsibilities include deploying hardware, maintaining knowledge bases, assisting with security practices, and collaborating with IS teams to improve service delivery.

Qualifications

• Experience with MS Office, web-based applications and remote users.
• 2 years' experience in database applications or PC hardware and software.
• Associate's degree in IT counts for 1 year of experience.
• High school diploma or equivalent.

Responsibilities

• Troubleshoot and resolve user issues and requests within SLA.
• Maintain and repair computer systems, hardware and peripherals.
• Deploy and configure hardware/software on corporate network.
• Document, log, escalate and follow up issues; coordinate with IS teams.
• Contribute to online knowledgebase; participate in training and development.

Skills

MS Office support

Web-based applications

Remote user support

Database applications

PC hardware

Education

Associate's degree in IT

Job description

The IS Support Analyst I provides primary support services to internal users by effectively trouble-shooting, diagnosing and resolving user issues and work requests in accordance with service level agreements. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Responds to telephone calls, email and team member requests for technical and applications support. Documents, tracks and monitors issues to ensure timely resolution and customer satisfaction.

Job Function:

Job Duties:

• Maintains, analyzes, troubleshoots and repairs computer systems, hardware and peripherals. Documents, maintains, upgrades or replaces hardware and software systems.
• Provides high-quality, consistent end user support services for all employees within FMOLHS. Troubleshoots and resolves end user issues by guiding user through corrective steps. Documents, logs, escalates, and follows up on issues with end users and sites. Coordinates with other IS areas to resolve problems if necessary.
• Images, configures and deploys new hardware, software and peripherals for use on the corporate network.
• Assists in the development of, and complies with, all standards regarding documentation, end user instructions, computer deployment, ticket logging, and monitoring.
• Utilizes computerized support tracking system to accurately and effectively track user support statistics for adherence to SLA and to allow planning for staffing levels.
• Research new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods.
• Prepares, reviews and contributes to online support knowledgebase for FMOLHS applications and systems. Remains current with the latest trends in field of expertise by participating in ongoing training and development as directed by management.
• Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems.
• Ensures security, integrity, and privacy of FMOLHS data in conjunction with FMOLHS policies and procedures.
• Utilizes IS project management methodology and best practices to improve individual and organizational efficiency, effectiveness, and outcomes.

Experience:

• 2 years' experience in database applications or PC hardware & software.
• Associate's degree in IT accounts for 1 year of experience.

Education:

• High School graduate or equivalent

Special Skills:

• Experience supporting MS Office, web-based applications, and remote users.
• Experience identifying and resolving hardware issues for laptops, desktops, and servers.