Technical Services Analyst

Bryan Health; Pretoria; On-site; ZAR 150 000 - 250 000; Full time

Job summary

A leading healthcare organization is seeking a Technical Support Specialist to provide implementation and operational support for various devices used by healthcare professionals. The role involves troubleshooting, user training, and collaboration with technical teams to ensure seamless operations. Candidates should have a strong background in PC support, network protocols, and excellent customer service skills.

Qualifications

• Minimum two years of PC support experience required.
• Knowledge of network protocols and best practices.
• Experience in a hospital environment is a plus.

Responsibilities

• Provides implementation, operational, and technical support for devices.
• Installs, configures, and tests hardware and software.
• Collaborates with teams for security patching and monitoring.

Skills

Customer Service

Network Protocols

Multitasking

Effective Communication

Education

High school diploma or GED

Associate degree in Computer Science

Tools

Active Directory

SCCM

Citrix

Dell-WMS/WYSE

Imprivata

Sophos

Nessus

Epic Device Support

Job description

GENERAL SUMMARY:

Provides implementation, operational, and technical support for all Bryan Health devices used by physicians, employees, and contractors. Offers technical leadership, guidance, and support to users and/or technical staff on hardware and software issues. Collaborates with System Administrators, Programmers, and LAN/WAN teams for security patching, updates, and monitoring workstations and peripherals on the Bryan network. Responsibilities include installation, configuration, diagnosis, repair, maintenance, testing, and upgrading of hardware and software, along with user training and support. Works closely with Service Desk for problem resolution.

PRINCIPAL JOB FUNCTIONS:

1. Commitment to Mission: Upholds the mission, vision, beliefs, and core values.
2. System Configuration: Builds, tests, images, configures, and installs desktop, virtual, and software systems, including managing virtual desktops, Citrix, and Epic Secure kiosks.
3. Hardware Installation: Installs, configures, and tests workstations, thin clients, audio/video equipment, display boards, and TVs.
4. Mobile Device Support: Installs, configures, and tests mobile devices such as laptops, tablets, and smartphones.
5. Peripheral Support: Installs and tests peripherals including scanners, printers, cameras, teleconferencing equipment, and more.
6. Network Troubleshooting: Diagnoses and repairs network-related issues like TCP/IP, DNS, DHCP, VOIP, and security services.
7. Security Management: Provides endpoint security, identifies risks, and recommends mitigation solutions, staying updated on vulnerabilities.
8. Inventory Management: Maintains device and software inventories, following deployment and maintenance protocols.
9. Network Assistance: Supports network connectivity, access rights, and printer setups.
10. User Instruction: Develops documentation and instructs users on equipment and software use.
11. User Support: Responds to user inquiries, diagnoses issues, and implements solutions.
12. Vendor Coordination: Contacts vendors for hardware/software evaluation, installation, and problem resolution.
13. Ticket Resolution: Resolves Service Desk tickets promptly and updates status accordingly.
14. Solution Research: Recommends and tests hardware/software solutions to meet customer needs.
15. Quality Participation: Participates in departmental quality processes and may facilitate teams.
16. Access and Other Duties: Performs work in restricted areas as needed and other related tasks.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of principles, best practices, and network protocols.
• Proficiency with Active Directory, IP Control, SCCM, Dell-WMS/WYSE, Imprivata, Citrix, Sophos, Nessus, Epic device support.
• Strong customer service skills and professional judgment.
• Ability to multitask, organize, prioritize, and participate effectively in team settings.
• Effective communication skills, both verbal and written.
• Consistent attendance and punctuality.

EDUCATION AND EXPERIENCE:

High school diploma or GED required; associate degree in Computer Science or related field preferred. Minimum two years of PC support experience required; hospital environment experience is a plus.

PHYSICAL REQUIREMENTS:

Characterized as sedentary work, involving exertion up to 10 pounds of force occasionally, mostly sitting, with occasional walking or standing.