Support Analyst

Lexington Health; Columbia (SC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Day-one benefits

FSAs

403(b) match

Employer paid life insurance

Supplemental life insurance

Adoption assistance

Disability coverage

Tuition reimbursement

Student loan forgiveness

Job summary

Lexington Health, a major care network in South Carolina, seeks an IT Help Desk professional for a full-time PM shift. You will answer help desk calls, log requests, set up new PCs, install software, and troubleshoot hardware/software issues.

You’ll escalate complex problems to IS teams as appropriate and keep users informed about status. Minimum qualifications include a High School Diploma (or equivalent) and 4 years of related IT experience, with substitutions allowed for certain degrees or

Qualifications

• High School Diploma or Equivalent is required.
• 4 years of professional experience in a related IT field.
• Education can substitute for experience per the listed options.
• A+ certification or ability to obtain within 90 days of hire.
• Proficiency with Microsoft Office Suite and PC/network technologies.
• Demonstrated hardware/software troubleshooting skills.

Responsibilities

• Answer help desk calls and respond to web-based tickets, email, and walk-ins.
• Set up new PCs and install software; assist with new user setups.
• Troubleshoot hardware and software problems; escalate as needed.
• Document all requests in the IS call logging system and inform users of status.
• Provide support to hospital remote users and on-site staff.

Skills

A+ Certification

Microsoft Office Suite

Hardware Troubleshooting

Remote/Help Desk Support

Education

High School Diploma or Equivalent

Associate’s Degree in Computer Science or related field

Bachelor's Degree in Computer Science or related field

Tools

Remote control software

PC imaging/tools

Call logging software

Job description

IT Services
Full Time
PM Shift
4pm - 12:30 am

Lexington Health is a comprehensive network of care that includes six community medical and urgent care centers, nearly 80 physician practices, more than 9,000 health care professionals and Lexington Medical Center, a 607-bed teaching hospital in West Columbia, South Carolina. It was selected by Modern Healthcare as one of the Best Places to Work in Healthcare and was first in the state to achieve Magnet with Distinction status for excellence in nursing care. Consistently ranked as best in the Columbia Metro area by U.S. News & World Report, Lexington Health delivers more than 4,000 babies each year, performs more than 34,000 surgeries annually and is the region's third largest employer.

Lexington Health also includes an accredited Cancer Center of Excellence, the state’s first HeartCARE Center, the largest skilled nursing facility in the Carolinas, and an Alzheimer’s care center. Its postgraduate medical education programs include family medicine and transitional year residencies, as well as an informatics fellowship.

Job Summary

Answers help desk calls, responds to support requests received via web-based ticketing system, email, and walk ups. Sets up new PCs, installs PC software, participates in new users setups on the network, troubleshoots software/hardware problems, escalates tickets to IS support teams as appropriate. Documents all support requests in call logging application. Keeps customers aware of status and delays on their issues.

Minimum Qualifications

Minimum Education: High School Diploma or Equivalent
Minimum Years of Experience: 4 Years professional experience in a related field
Substitutable Education & Experience: Experience can be substituted for one of the following:
An Associate’s Degree in Computer Science or related field with 2 years of professional experience or six months of experience with Lexington Medical IT Services;
Bachelor's Degree in Computer Science or related field.
Required Certifications/Licensure: A+ Certification or able to become certified within first 90 days of employment
Required Training: Experience with Microsoft Office Suite Proficiency with Personal Computers and Network Technologies;
Demonstrated Hardware/Software Troubleshooting Skills.

Essential Functions

• Serves as primary for end users on all IT issues.
• Typically resolves user issues via telephone and remote control software.
• Build new PCs, participates in the installation of end user hardware.
• Installs new hardware and software on PCs.
• Provides timely and complete documentation of all support requests in the IS call logging application.
• Escalates tickets as appropriate to other IS support teams.
• Supports all remote users as hospital users.

Duties & Responsibilities

• Periodically attends continuing education courses (internal regulation/self-improvement) keeping abreast of IS development.
• Within 180 days of obtaining formal training, it is required to obtain the certification associated with the course.
• Is required to obtain future certifications at the discretion of IS Management to keep pace with changing technology.
• Maintenance of an optimistic, professional, career oriented demeanor. Exemplifies excellent customer relations toward patients, visitors, physicians, and coworkers. Holds themselves accountable for conformity to Service Excellence Policy and "House Rules."
• Is part of an “On-Call” rotation of employees that are notified of and respond to afterhours support issues via pager.
• Performs related and such other duties as may be assigned by authorized personnel or as required in an emergency, e.g., fire or disaster.
• Performs all other duties as assigned.

We are committed to offering quality, cost-effective benefits choices for our benefit eligible employees and their families:

• Day ONE medical, dental and life insurance benefits
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
• Employer paid life insurance – equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement
• Student loan forgiveness

Equal Opportunity Employer

It is the policy of Lexington Health to provide equal opportunity of employment for all individuals, and to remain compliant with applicable state and federal laws and regulations. Lexington Health strives to provide a discrimination-free environment, and to recruit, select, on-board, and employ all employees without regard to race, color, religion, sex, age, disability, national origin, veteran status, or pregnancy, childbirth, or related medical conditions, including but not limited to, lactation. Lexington Health endeavors to upgrade and promote employees from within the hospital where possible and consistent with the employee’s desires and abilities and the hospital’s needs.