Support Services Tech Analyst, Variable Shift, FT, Days, - Remote

Prisma Health; Greenville (SC); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to enhance their technical support team. In this role, you will be responsible for troubleshooting and resolving moderate software and hardware issues, ensuring a seamless experience for users. Your ability to maintain excellent communication and documentation will be key to success. With a focus on compassionate service, this position offers a unique opportunity to contribute to the transformation of healthcare by providing essential support to clinical systems. Join a team that values your skills and dedication to making a difference in the community.

Qualifications

• 4 years in IT support or a related role.
• Excellent written and verbal communication skills.

Responsibilities

• Investigate and resolve software, hardware, and infrastructure problems.
• Document incidents and maintain excellent customer relationships.

Skills

Technical aptitude

Troubleshooting

Excellent communication skills

Healthcare Experience

Education

High School diploma or equivalent

Associate degree

Bachelor's degree

Tools

ITSM software

Job description

Inspire health. Serve with compassion. Be the difference.

Job Summary

The person in this position is responsible for investigating and resolving simple to moderate software, hardware, and infrastructure problems under moderate supervision for technical and clinical systems and services. This person maintains incident-related documentation, ensuring that all information pertaining to an incident or service request is documented. This position is expected to maintain excellent customer relationships.

Essential Functions

• All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference.

• Intakes chats, calls and self-service issues and requests for further analysis, troubleshooting and resolution. Documents all required customer fields, system fields and notations within the ITSM software. Escalates problems, trends and issues not resolved at first call via the ITS Escalation and Communication plan.

• Through the use of E-mail, Teams, departmental meetings, training, knowledge base and the ITSM templates, stays current on all changes in process and procedure ensuring first call resolution.

• Exhibits a personal touch and empathetic tone and style when communicating with customers and peers.

• Recommends modifications to procedures, knowledge and knowledge documentation.

• Performs other duties as assigned.

Supervisory/Management Responsibility

• This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

• Education - High School diploma or equivalent

• Experience - Four (4) years in information technology, IT support, applications support or a directly related role.

In Lieu Of

• In lieu of the educational and experience requirements listed above, an Associate degree and two (2) years of experience as defined above or a Bachelor's degree with no experience required.

• Team members employed in this job prior to July 1, 2020, are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification.

Required Certifications, Registrations, Licenses

• Successful Completion of End User Epic Training within 180 days of hire into position measured by passing the Service Center Post Training Assessment.

Knowledge, Skills and Abilities

• Excellent written and verbal communication skills.

• Technical aptitude and troubleshooting capabilities. Improves knowledge and understanding of systems and services as well as technical concepts through self-research/training.

• Healthcare Experience. - Preferred

• ITIL/HDI/A+/Net+ or other technical certification. - Preferred

Work Shift

Variable (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019064 ITS Support Services

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.