IT Analyst I

Mosaic Life Care; Missouri; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Concierge services

Employee lounge

Wellness programs

Free parking

On-site health clinics

Virtual health clinics

Job summary

Mosaic Life Care in Missouri is seeking an End User Computing Help Desk Specialist to support caregivers with hardware, software, and peripheral devices. You will resolve issues via phone, email, chat, and desk-side support, maintaining a knowledge base and coordinating with internal teams for timely resolutions.

The role requires a HS diploma (Bachelor's preferred) and certifications such as CompTIA A+/Network+/Security+ within 180 days or equivalent.

Qualifications

• HS diploma or GED required; bachelor's degree preferred.
• CompTIA A+, Network+, Security+ preferred within 180 days.
• Certifications from Microsoft, HP, Lenovo, Apple preferred upon hire.
• Experience in end-user computing and IT help desk environments is valued.

Responsibilities

• Aid end-users with installation, configuration, and usability of computing platforms and software.
• Assist users via telephone, email, chat, and desk-side with prompt, courteous service.
• Coordinate problem resolution with internal/external personnel; travel may be required.
• Document all information in ticket management systems for diagnosis and resolution.
• Perform domain administration tasks such as account management and rights provisioning.
• Maintain proficiency across hardware, software, networking, and related IT technologies.
• Plan, design, and install new and existing PC systems under supervision.
• Consult with customers to determine hardware/software needs and requirements.
• Develop a real-time knowledge base and share solutions with colleagues.

Skills

Online device proficiency

Verbal & written communication

Meeting facilitation

Customer service mindset

Education

High school diploma or GED

Bachelor's degree preferred

Tools

CompTIA A+

Network+

Security+

Microsoft/HP/Lenovo/Apple certifications

Job description

Job Description

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.

Education

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

Work Experience

• 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

Licenses and Certifications

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

Skills And Abilities

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.

About Us

Mosaic Life Care is a health care system in northwest Missouri. With a vision of transforming community health by being a life-care innovator, Mosaic places the holistic needs of patients first by providing the right care at the right time and place, offering high value and quality health care.
Mosaic has a wide array of benefits to meet each employee’s individual needs. Our benefits were designed by listening to people just like you. Mosaic also offers several perks with a focus on ensuring our employees feel valued, including concierge services, employee lounge, wellness programs, free covered parking, free on-site and virtual health clinics and many more. When paired with compensation and recognition, it is what continues to make us the employer of choice for employees at any stage of their journey.