Support Analyst - On Site Position

Northwestern Medical Center; St. Albans (VT); On-site; USD 31,000 - 44,000; Full time

Job summary

Northwestern Medical Center is seeking a Support Analyst in the Information Systems department to join a high reliability team. The role is full-time (80 hours bi-weekly) with hours typically 7:00 a.m. to 5:00 p.m., including rotating on-call.

The organization emphasizes employee well-being and a generous benefits package. The analyst will independently or with a team resolve end-user hardware, software, and networking issues, installing and configuring desktop systems in line with security

Qualifications

• Associates degree with IT concentration or relevant certs preferred.
• 2+ years IT desktop support experience; healthcare IT experience desirable.
• Knowledge of VMware, Citrix, Windows 10/Office 365; AD/Group Policy preferred.

Responsibilities

• Provide end-user hardware/software support and incident resolution.
• Support desktop setup, installation, and configuration per internal controls.
• Collaborate with Network Engineer and Applications Analysts to support end-user experience.

Skills

Customer service

Technical knowledge

Security practices

Education

Associates degree in IT

Tools

VMware Virtual Desktop

Citrix

Windows 10/Office 365

Active Directory

Job description

• Pay or shift range: $22.67 USD to $31.66 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

NMC is currently recruiting a Support Analyst, in the Information Systems department. The position is full-time (80 hours bi-weekly), hours generally variable between 7:00 a.m. - 5:00 p.m., including rotating on call. Northwestern Medical Center’s mission is to provide exceptional health care to our community. Join our high reliability team! With "people" as one of our core values, valuing our employees is a top priority for Northwestern. We care about our employees, their families, and their overall health & well-being. We are proud to offer a generous benefits package, with recognized national carriers, designed to help our people stay healthy, balance work & life responsibilities, protect your assets & plan for a secure financial future.

Hiring Range: $22.67 - $31.66

Support Analyst

JOB SUMMARY:

• The Information Systems Support Analyst works independently, or with a team, to solve complex end-user issues related to hardware, licensing, software, and networking. The Analyst resolves end-user hardware/software issues and develops plans and procedures to mitigate recurrence. The Analyst provides technical support with setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards. The Analyst is expected to continuously increase knowledge of NMC’s suite of desktop applications, devices, and their integrations and improve procedures and methods used to support the Information Systems environment. Analyst will work closely with Network Engineer and Applications Analysts to support our end-user desktop experience. The Analyst is part of the first line support team for all desktop and end-user peripheral devices.

PRE-REQUISITES:

Education: Associates degree with a concentration in Information Technology or relevant certifications preferred. Possession or active pursuit of bachelor’s degree in the Information Systems field is desirable

Experience: Minimum of 2 years’ experience providing Information Technology desktop support preferred. Healthcare IT experience desirable as well as experience with VMWare Virtual Desktop Support, Citrix, Microsoft Windows 10 and Office 365 environments. Demonstrated knowledge of Active Directory and Group Policy a plus.

Certification/Registration/Licensure: Preferred CPHIMS, Microsoft Certificates, A+, Valid VT driver's license as travel to other sites and hospital clinics may be required

RELATIONSHIPS:

• Reports To:
• Director, Information Technology
• n/a
• Other Contacts:
• Hardware and Software Vendors and Suppliers, NMC IT User Community, NMC Physician Community, NMC Patients

SCOPE:

• Machinery or Equipment Used:
• Computer Servers, PC’s, and peripheral equipment to include Voice and Data switching equipment, copier, fax machine, modems, printers and scanners. Network and telephony monitoring tools and meters.
• Physical Demands:
• Manual dexterity and mobility. Moderate physical activity with some heavy lifting/carrying of 35lbs (cases of paper, computer equipment, boxes).
• Working Conditions:
• Primarily temperature controlled areas, occasionally subjected to irregular hours, and on-call rotation. Travel between buildings is required
• Required Protective Equipment:
• None

ESSENTIAL FUNCTIONS:

Customer Service: Provides outstanding customer service to NMC and its affiliates. Continuously find ways to improve processes, and end-user experience.

System Performance: Ensure NMC applications are operating at optimal levels through proactive monitoring, capacity planning, timely upgrades and sound change management.

System Performance: Ensure applications and desktop hardware are optimized to meet end user needs and expectations.

Technical Knowledge: Continuously improve breadth and depth of knowledge of systems and applications across the NMC enterprise.

Technical Knowledge: Provide subject matter expertise for end-users and Information Systems staff.

Technical Knowledge: Demonstrate knowledge of system integration points and understanding of long-term strategy and plans for application upgrades, replacements and deprecation.

Security: Develop and implement methods and procedures and/or identifies solutions to meet and enforce compliance with policies and procedures and other regulatory governance.

Security: Act as subject matter experts for Mobile Device Management, Facility Access Controls, and Security Camera System

Equal Employment Opportunity Statement

Northwestern Medical Center is an Equal Opportunity Employer. We are committed to creating and maintaining a workplace that values diversity, inclusion, and belonging. All employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Northwestern Medical Center is dedicated to fostering a respectful, inclusive, and supportive work environment where all employees have the opportunity to contribute, grow, and succeed. We encourage qualified individuals from all backgrounds and experiences to apply.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application and employment process. Applicants requiring accommodation are encouraged to contact Human Resources for assistance.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.