Technical Analyst - Associate/Phone

Overview

Job Summary

Performs maintenance, troubleshooting, research and fact finding to respond to hardware, software, network (data and voice) and enterprise applications issues/requests in support of patient and non-patient care areas.

Essential Functions

• Performs preventative maintenance, troubleshooting, and repair of general patient and non-patient care equipment/applications.
• Assists and documents routine maintenance in compliance with current policies and procedures.
• Accepts on call responsibilities, supports customer emergency issues and escalates to the appropriate person or group as needed.
• Provides basic technical in-service education for clinical and non-clinical staff in the operation and maintenance of equipment.
• Assists in various projects involving department moves and equipment installations.
• Assists with management of inventory levels for break/fix and spare equipment/parts, ensuring proper tracking.
• Performs and documents department inventory.
• Provides technical support via the telephone for customer issues in a fast-paced call center environment.
• Produces accurate and complete work while meeting department productivity goals.
• Perform troubleshooting for unfamiliar technical issues.
• Ability to determine issues that may have an adverse business impact if not escalated.
• Applies appropriate customer service and service recovery skills to comply with department standards.
• Demonstrates good written and oral communication skills.
• Ability to learn standard hardware equipment and software applications at a rapid pace.

Physical Requirements

Work is subject to high-level visibility through exposure to patient population and to administration. Must work in patient care areas independently under stressful conditions. Must be able to lift/carry up to 35 lbs. Continuous standing and walking is required. Exposure to electrical hazardous equipment and potential biohazards exist. This position requires routine on-call responsibilities, due to schedules and support needs within the System. Must have reliable, personal transportation for daily trips to and from facilities, and also be able to carry equipment in personal automobile between facilities. This position must meet Defensive Driving Class and Motor Vehicle Report screening for certification to drive the company vehicles.

Education, Experience and Certifications

High School Diploma or GED required; Bachelor's Degree in Computer Science, Business Administration, or related field preferred.