Tech Analyst I

OU Health; Oklahoma City (OK); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

PTO

401(k)

Health insurance

Dental plan

Job summary

OU Health is seeking a Tech Analyst I to implement and support facility IT desktop and peripheral equipment, responding to end user incidents and requests reported in ServiceNow. The role supports project duties and works with IT staff to ensure reliable technology services for the facility.

Requirements include a technical/trade school or Associate's degree and 0-3 years of experience. Certifications such as CompTIA A+ and HDI-DAST are preferred, with an obligation to maintain confidentiality

Qualifications

• Graduate of a Technical/Trade School or Associate's Degree required.
• 0-3 years of experience required.
• HDI Desktop Advanced Support Technician (HDI-DAST) within 12 months.
• Valid unrestricted State of Oklahoma Driver's License required.

Responsibilities

• Installs and repairs facility IT&S equipment and basic software per OUH ITS standards.
• Responds to inquiries and provides customer-focused IT support for division/facility users.
• Analyzes and provides hands-on support for basic to moderate issues; escalates when needed.
• Logs problems and tracks incidents; performs MACs as required.
• Maintains incident documentation and participates in on-call rotation as needed.
• Trains users and recommends process improvements for desktop support.

Skills

Multi-tasking

Analytical skills

Customer orientation

Verbal & written communication

MS Office proficiency

Education

Technical/Trade School or Associate's Degree

Tools

HDI Desktop Advanced Support Technician (HDI-DAST)

CompTIA A+ Certification

Job description

Overview

Position Title: Tech Analyst I • Department: Information Systems

Job Description: The Technical Analyst I implements and supports facility IT desktop and peripheral equipment, acting as a technical resource responding to end user incidents and requests reported in ServiceNow, as well as project-related duties. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other facility IT personnel is provided as warranted, and participation in 24x7 on-call support is provided based on IT staff rotation.

Responsibilities

• Installs and repairs facility IT&S equipment and basic software per OUH ITS standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products
• Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users
• Analyzes and provides hands-on support for basic to moderate inquiries; determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed
• Logs and tracks problems; reviews problem tracking databases
• Performs facility-based moves, adds, and changes (MACs), as needed
• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures
• Provides 24x7 on-call support based on division IT staff rotation, and carries a phone as warranted
• Aids and trains users on division and facility technology
• Recommends process changes that improve the implementation, maintenance and support of IT desktop equipment and software
• Effectively works with customers, Service Desk and Technical Services personnel
• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance
• Adheres to and supports OUH ITS standards, policies and procedures
• Maintains and protects confidentiality regarding all aspects of patient care and employee information
• Adheres to Code of Conduct and Mission & Value Statement

General responsibilities

• Performs other duties as assigned.

Qualifications

Minimum Qualifications

Education Requirements: Graduate of a Technical/Trade School or Associate\'s Degree required.

Experience Requirements: 0-3 years of experience required.

License/Certification/Registration Requirements

• Comp TIA A+ Certification preferred
• HDI Desktop Advanced Support Technician (HDI-DAST) required within 12 months
• Valid unrestricted State of Oklahoma Driver\'s License required.

Knowledge/Skills/Abilities Required:

• Demonstrates ability to multi-task; Possesses analytical skills
• Demonstrates a customer orientation, strength in analytical, math, and reasoning skills
• Effectively communicates verbally and in writing
• Possesses proficiency in MS Office applications
• Must be able to drive a personal vehicle to assigned sites to complete work

Current OU Health Employees - Please click HERE to login.

OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.