Assoc Technical Suppt Analyst *TEMPORARY*

Munson Healthcare Traverse City, Michigan Desktop Support Full-Time Day shift


Requisition #: 40790
Total hours worked per week: 40

Description

POSITION SUMMARY

 

An Associate Technical Support Analyst works under the general supervision of the IS Manager.  This position is responsible for IT equipment implementation and support functions.  Assists senior staff and project leaders in the configuration, maintenance and installation of IT equipment.  This level is staffed by beginners who have sufficient educational background and/or experience to qualify them to start in this partially supervised role.

 

QUALIFICATIONS/REQUIREMENTS:

  • Experience
    • Background in information systems beneficial.
    • Has experience in a complex multi-platform IT environment beneficial.
  • Education
    • High School diploma or GED obtained; or equivalent experience required.
    • Associates or Bachelor’s degree or equivalent experience Bachelor's Degree (or the equivalent) in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems; or Bachelor's degree (or the equivalent) in related field (e.g. statistics, mathematics, physics) with one year related experience beneficial.

 

  • Technical Knowledge
    • Familiarity with Microsoft Office applications and Internet Explorer required.
    • Ability to use email, voice mail and IM and related technologies required.
    • Basic knowledge of the operation and configuration of Microsoft Windows operating systems required.
    • Familiarity with the command line interface required.
    • Basic troubleshooting skills for computer hardware, operating systems, application and desktop issues required.
    • Basic troubleshooting skills for laser and ink jet printers, label printers, scanners and fax machines required.
    • A+ Certification beneficial.
    • MCDST Certification beneficial.
    • Basic knowledge of downtime operations beneficial.
    • General understanding of a networked environment beneficial.
    • Troubleshooting basic network connectively issues beneficial.
    • Basic knowledge of Apple hardware and Operating systems beneficial.

 

Miscellaneous

  • Ability to work independently required.
  • Ability to follow detailed instructions required.
  • Exhibit strong written and verbal communication skills required.
  • Possess excellent customer service skills required.
  • Ability to completely and accurately document customer issues in the current call logging system required.
  • Experience with one-on-one user education beneficial.

 

ORGANIZATION:

Under the general supervision of a Manager but may receive advice and assistance from Director of Information Systems and Lead Technical Support Analyst(s)Must maintain a working relationship with all Information Systems staff.

 

Must maintain a professional working relationship with staff from user departments, other regional healthcare facilities and hardware vendors.

 

Under the supervision of the Lead Technical Support Analyst(s) whenever the Manager is unavailable.

 

This position has no managerial or supervisory responsibility.

 

AGE OF PATIENTS SERVED

 

X   No clinical contact with patients

 

COMMON TO ALL IS JOB DESCRIPTIONS REGARDLESS OF LEVEL

 

  • Supports the Munson Medical Center mission statement.

 

  • Embraces and supports the Relationship Based Care philosophy of Munson Medical Center.

 

  • Safety is a self-responsibility.  Know the physical requirements of the job and work within those guidelines.  Perform job duties safely at all times, utilizing learned body mechanics and transferring / lifting techniques.  Plan your actions to promote safety.  Report any unsafe situation / equipment according to hospital procedure.

 

  • Contributes to the team orientation of the Information Systems and, as such, is responsible for proper communication with pertinent department members.

 

 

ESSENTIAL FUNCTIONS (Core 10 Key Descriptors):

 

Functional Knowledge

  • Provides operational support of technology.
  • Provides concise, timely and detailed documentation of activities related to hardware/software service requests, installations and removals.
  • Assists with maintenance of technical documentation of operational processes and procedures.
  • Assists with maintenance of departmental documentation including hardware and software inventories.
  • Monitors and processes tickets.
  • Monitors, troubleshoots and resolves hardware, operating system, application and desktop problems following documented procedures.
  • Escalates more complex issues to approporate IS resources.
  • Assists with preparation, installation and removal of hardware and software.
  • Assists with connection of hardware to the network.
  • May be required to work with vendors or other IS staff in resolving application, operating system, desktop, network  and hardware issues.
  • Performs pre-defined functions during downtime procedures including departmental rounding and relaying pertinent information to the command center.
  • Performs spreadsheet, database and word processing functions.
  • Provides one-on-one education to users.
  • Maintains proper security at all times.

 

Contributions and Achievements

  • Provides production support and complete assignments from Management or fellow team members.
  • Fulfills expectation of the team.
  • Provides help to the team to ensure common goals are achieved.
  • Willingly accepts tasks/assignments that challenge development/skill level.
  • Analyzes, plans, and completes work accurately and on time.

 

Business Knowledge

  • Demonstrates knowledge of job/assignment-related business functions.
  • Demonstrates knowledge of job/assignment-related applications that support the healthcare functions (i.e. Radnet and PACS are radiology applications).
  • Demonstrates knowledge of general IS operations seeing how all the areas fit together (i.e, how does Ambulatory Applications interface with Clinical Applications)

 

Coaching and Mentoring

  • Effectively seeks out those who can provide coaching in new job skills.
  • Asks questions to gain knowledge and seeks out training opportunities.
  • Demonstrates ability to find answers/develop skills, regardless of information source.
  • Actively seeks learning opportunities, whether within and/or outside of the organization.
  • Applies learned knowledge to the job.

 

Leadership

  • Learns facilitation skills and applies them as a participant in team meetings.
  • Earns the trust of others.
  • Plans work with minimal guidance.
  • Readily accepts new responsibilities and has a good work ethic.

 

Teamwork

  • Works cooperatively within the team environment and with others across IS.
  • Understands the importance of personal accountability in a team environment.
  • Demonstrates ability to work on small teams that may involve other areas within IS and within the organization.

 

 

Communication Skills

  • Communicates clearly and accurately about tasks assigned; readily seeks clarification.
  • Articulates progress on assigned tasks.
  • Utilizes all forms of communication in their basic form (email, voice mail, IM, etc.).
  • Demonstrates listening skills.

 

Problem Solving Skills

  • Develops/demonstrates ability to use analytical skills to solve problems with occasional guidance.

 

Social Behaviors

  • Demonstrates core values at MHC.
  • Behaves pleasantly with customers/co-workers.
  • Gives others a sense of wanting to help.
  • Demonstrates respect for self and others.
  • Understands the need for professionalism.
  • Reflects a positive attitude in day to day experiences.
  • Demonstrates punctuality for meetings and determined work times.

 

Customer Service

  • Responds to customer needs in a timely, appropriate and professional manner.
  • Develops and maintains knowledge of when to escalate issues.
  • Maintains regular communication on progress of issues.