SYSTEM ANALYST

Margaret Mary Health; Batesville (IN); On-site; USD 45,000 - 60,000; Full time

Job summary

Margaret Mary Health in Batesville, IN is seeking an IS Support Analyst to provide help desk support, triage and resolve end-user issues, and perform hardware/software configuration and desktop support for the organization.

The role involves incident logging, conference room support, inventory management, and collaboration with vendors and subject matter experts to ensure timely problem resolution and adherence to SLAs.

Qualifications

• Responsible for help desk support including logging, tracking and resolution of IS support calls.
• Triage, troubleshoot and resolve end user problems and requests.
• Experience with desktop and technical support, hardware/software configuration and setup.

Responsibilities

• Trains new team members as requested by management.
• Provides in-house technical support during office hours and on-call for IS.
• Notifies departments of system downtime and provides timely support.
• Resolves issues and documents updates in the ticketing system.

Skills

Help desk support

Troubleshooting

Customer service

End user support

Communication

Teamwork

On-call support

Documentation

Tools

Microsoft Applications

Microsoft Project

XML

FTP

Job description

Location/Dept: Business Center - Information Systems

80 hours per pay period

Job Summary:

The IS Support Analyst will be responsible for help desk support including answering, logging, tracking & problem resolution of all IS support calls. The support analyst will triage, troubleshoot & resolve end user problems & requests. Responsibilities will include hardware & software configuration & setup, hardware & software inventory management, application support, desktop & technical support, printer administration, security requests, daily monitoring & follow-up of IS administration activities, conference room management. The Support Analyst will be expected to work closely with end users, vendors & subject matter experts on problem resolution.

Supervisory Responsibilities: None

Duties/Responsibilities:

• Trains new team members as requested by management.
• Train or retrain team members on new technology.
• Speaks positively about the systems & promotes system usage.
• Notifies departments of system downtime & provides support needed in a timely manner.
• Available & helpful during Go LIVE which may include irregular shifts.
• Works flexible schedule based on staffing & end user support needs.
• Provides in-house technical/software support during office hours, determines hardware, software & training needs & troubleshooting equipment in conference rooms.
• Technical support with on-call responsibility for IS.
• Provides hardware & software application installation/setup troubleshooting, maintain user access to network & EHR system.
• Basic network support.
• Willing & able to deliver solutions for user community as required.
• Greets caller in a courteous & professional manner.
• Help desk & other technical calls are answered & properly documented according to support procedure.
• Issue updates are documented in ticketing system prior to escalating to tier 2 support.
• Issues are appropriately prioritized based on priority standards & resolved by self or assigned to tier 2 support.
• Issues are managed to resolution following recommended procedures within designated SLA timeframes.
• Issue status is communicated to requestor & follow-up call completed at resolution of issue.
• Issues are communicated & escalated to management as appropriate.
• Other team members (IS & non-technical) are trained & knowledge shared.
• Quality & service level measures are met consistently improvefor entire help desk.
• Updates resolution documentation & solutions database.
• Computer has been completely setup with software &/or software updates have been applied, & system has been configured according to setup procedures for network printing & all applications are functioning correctly.
• Team member software & hardware is operational with current version of tested application.
• Quality checks have been completed on all PCs & printers prior to deployment.
• End user is communicated of status of PC & printer replacement process.
• End user is trained on any changes to PC or printer as a result of the deployment.
• All new, changed, & removed PCs are documented accurately & timely in inventory tracking software.
• All technical equipment is maintained & functioning properly.
• All preventative maintenance on equipment completed in a timely manner. Opportunities to reduce cost & improve services are identified, discussed & implemented.
• All changed & removed equipment are documented accurately & timely in inventory tracking software.
• Hardware is in place & tested as part of requested move.
• Location of equipment has been properly configured to prevent privacy, safety & security concerns.
• Move of hardware has been documented in inventory tracking process.
• Retirement of any devices has been appropriately documented.
• Conference rooms are checked on a regular basis to ensure all equipment is in it’s proper location and working accurately.
• Mobile device has been configured & set-up to user requirements following standard device setup.
• Mobile device has security added prior to releasing to end user following standard security setup.
• Ensure end users have signed mobile device policy prior to release of device.
• Quality checks have been completed on all devices prior to deployment.
• End user is trained on any changes to device as a result of the deployment process.
• All new, changed, & removed devices are documented accurately & timely in inventory tracking software.
• Password resets are handled according to documented procedures.
• Security forms are properly completed for all security changes & tracked with help desk tracking software.
• Complete security changes according to security form & procedure.
• Communicate to area manager that security request has been completed & any user IDs & temporary passwords have been given to manager/user.

Required Skills/Abilities:

• Software & hardware analysis & troubleshooting.
• Ability to manage multiple tasks simultaneously.
• Ability to execute detail test plans for software applications.
• Strong knowledge of applications including all Microsoft Applications, Microsoft Project, XML, FTP, & reporting software.
• Strong technical background in analysis & troubleshooting of applications.
• Excellent customer service skills in dealing with medical staff & technology vendors.
• Knowledge of healthcare software & services.
• Excellent interpersonal & communication skills.
• Ability to assess, analyze & solve problems with little or no supervision.
• Technical troubleshooting & maintaining knowledge database.
• Tracking & reporting defined metrics.
• Recommend, implement & maintain system improvement opportunities.
• Establish effective system related policies & guidelines.
• Provide recommendations & implement effective controls that minimize system outage risks.