Technical Support Analyst

Position Summary:

• Under the leadership of the Director, Information Technology, the Technical Support Analyst is an active member of the Information Technology (IT) team that works to determine the strategic vision, goals, philosophy, and direction of the department and CRHS. The Technical Support Analyst provides Technical Support to both internal employees and external vendors.  The Technical Support Analyst will assist in the selection and implementation of PC (personal computer) hardware and software, oversees the lifecycle management of PCs and other end-user hardware, and leads the Install, repair, and upgrade of end-users’ PCs.  In addition, the Technical Support Analyst is responsible for completion of routine day-to-day processes, to include monitoring system parameters and PC security on a regular basis, installation and configuration of hardware as required, general preventive maintenance activities, and providing end-user training and support as needed. The Technical Support Analyst will collaborate with department leaders on special projects requiring PC procurement and deployment as needed. The Technical Support Analyst guides the PC Technician on PC set up and task prioritization.

Basic Qualifications:

• Education:

Requires a high school diploma or a GED state certification with additional vocational technical training in the Information Technology field.  An Associate’s degree in Computer Science or related field is preferred.

• Experience:

Requires a level of experience normally acquired with a minimum of two to four years of progressively more experience within a healthcare Information Sciences environment, or any equivalent combination of education, training, and experience.

• Licensure, Registrations & Certifications:

Requires at least one IT industry recognized technical certification, such as A+, Network+, Security+, CCNA, MCSE or MCP.

Essential Job Responsibilities:

• Leads the installation, repair, and upgrade of end-users’ PCs.
• Provides Technical Support to both internal employees and external vendors.
• Oversees the lifecycle management of PCs and other end-user hardware.
• Maintains an IT inventory system which records all new IT equipment, transferred equipment and decommissioned equipment.
• Obtains vendor quotes for requested hardware, software, and IT-related supplies for the best price and assists the IT Director in budgeting.
• Maintains a basic working knowledge of the Cerner EMR. 
• Serves as Intranet webmaster.
• Completes end-user work requests in an efficient and timely manner. 
• Provides end-user support for hardware and software as requested. 
• Conducts system and network “in-service” training for hospital staff and physician end-users as needed.
• Coordinates the efforts of vendor contracted personnel for hardware support as needed on IT projects. 
• Works efficiently and effectively toward the successful completion of team goals and objectives. 
• Serves in on-call rotation for IT-related support.
• Performs other related job duties as assigned.

Standards of Performance:

• Provides Technical Support to both internal employees and external vendors.
• Leads the installation, repair, and upgrade of end-users’ PCs.
• Assists in the selection and implementation of hardware and software. 
• Completes routine daily processes including monitoring system parameters and security on a regular basis, installation, and configuration of system hardware as required, and general preventive maintenance activities,
• Effectively oversees the lifecycle management of PCs and other end-user hardware.
• Conducts end-user training and support as needed.
• Maintains up-to-date knowledge of procedures and interpretations of all related federal, state & JCAHO laws and regulations.