Position Summary

The PC Analyst’s role is to support and maintain computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, equipment, Operating Systems and software while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. Encounters with end users primarily originate over the phone and this position provides daily phone support at the Customer Care Center. All Encounters are documented through an ITSM ticketing system.

This position may require on-call responsibilities and rotational shift coverage (first , second and third shifts in addition to holidays).

This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork and cooperation.

This position works with the Manager of the Customer Care Center on establishing and enforcing Service Desk procedures, standards and best practices.  This position also assists the Customer Care Center Manager to resolve staffing issues and communicate with end users to resolve issues in a timely manner.  This position assisting with reviewing the status of work orders and assisting other staff members obtain resolution.  Also serves as a level of higher escalation to the other technicians providing advanced system and hardware support.

Primary Position Responsibilities

User’s needs and concerns are evaluated and responded to appropriately and timely. Encounter with end-users and co-workers occur mostly over the phone, but also include self-service tickets, walk-ins, email requests and project assignments. Responds/resolves incidents and service requests in accordance with expected service levels Prompt Troubleshooting of computer hardware and software and other technology tools, products and peripherals. Escalates to the Clinical Information Systems Analysts and Network Analyst and other Information Services teams to support and resolve issues as needed. Logs and tracks all work effort using ITSM tools and maintains history records and related documentation. Installs hardware, software, networking, and peripheral equipment according to department checklist. Maintain corporate images for all end-user devices Ability to multi-task in a fast-paced environment while delivering high standards of customer service. Participates in special projects and assists other Information Systems Analysts as needed. Configures, deploys, and supports all mobile devices: laptops, ipads, tablets, cellular phones. Provides all Audio/Visual support for the organization ensuring that all equipment is functioning properly.

Qualifications

Minimum Education: Required: High School Diploma or Equivalent Preferred: Associate's Degree Certificate in Computer Science or related study and/or Advanced Specialized or Technical Training in Computer Science or related study. 

Bachelors Degree in Computer Science or related study.

Minimum Years of Experience (Amount, Type and Variation): Required: 3 years Computer Support Experience, Call Center/Phone Support Experience. Preferred: 5 Years Computer Support Experience, Call Center/Phone Support Experience, Healthcare IT Experience.
License, Registry or Certification: Required: Valid driver's license. Preferred: CompTIA A+ (Computing Technology Industry Association) ITIL (IT Infrastructure Library) MCSA (MS Certified Solutions Associate)
Knowledge, Skills and/or Abilities: Required: Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, scanners, etc.  Detail oriented with quality phone skills; Experience with supporting PCs, WYSE terminals, printers as well as basic networking as it relates to client access. Preferred: Google Suite Applications knowledge. Networking GSuite MS Office