"Alerted.org

Full-time on-site in Grayling

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Job Summary

A 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 experienced staff with sufficient educational background and/or experience to qualify them to perform most tasks independently.

Education and Experience

Education

+ 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.

Experience

+ Background in information systems beneficial.

+ Has experience in a complex multi-platform IT environment beneficial.

Key Competencies and Skills

Technical Knowledge

+ Intermediate knowledge of Microsoft Office applications and Internet Explorer required.

+ Ability to use email, voicemail and IM and related technologies required.

+ Intermediate knowledge of the operation and configuration of Microsoft Windows operating systems required.

+ Familiarity with the command line interface required.

+ Intermediate troubleshooting skills for computer hardware, operating systems, application and desktop issues required.

+ Intermediate troubleshooting skills for laser and ink jet printers, label printers, scanners and fax machines required.

+ Basic knowledge of downtime operations required.

+ Troubleshooting basic network connectively issues required.

+ A+ Certification beneficial.

+ MCDST Certification is beneficial.

+ General understanding of a networked environment is beneficial.

+ Experience with Active Directory 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 is required.

+ Ability to develop an orderly plan for execution of a project is beneficial.

+ Pursues life-long education especially in career path beneficial.

Functional Knowledge

+ Provides operational support of technology.

+ Provides concise, timely and detailed documentation of activities related to hardware/software service requests, installations and removals.

+ Responsible for maintenance of technical documentation of operational processes and procedures.

+ Responsible for 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 appropriate IS resources.

+ Responsible for preparation, installation and removal of hardware and software.

+ Responsible for connection of hardware to the network.

+ 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.

+ Maintains proper security at all times.

+ Manages multiple tasks simultaneously without significant supervision.

+ Provides ideas for improving customer service.

+ Performs analysis to solve business or technological issues with occasional guidance.

+ Provides one-on-one education to users.

Contributions and Achievements

+ Works independently.

+ Makes suggestions for problem resolutions and performance and process improvements.

+ Performs analysis to solve business or technology problems with occasional guidance.

+ Seeks guidance as needed; knows where and when to ask for assistance.

+ Volunteers for tasks/assignments that challenge current development/skill level.

Business Knowledge

+ Demonstrates knowledge of healthcare operations along with the business and clinical areas associated with healthcare (e.g., Inpatient, Outpatient, Ambulatory, general departments such as Radiology, Cardiology, etc.).

+ Focuses on one area of business (e.g., Working in telecommunication, may have knowledge of Plant Engineering/Facilities; working in applications, may have a general knowledge of the area supporting).

+ Demonstrates general knowledge of IS division (e.g., Clinical Applications, Ambulatory Applications, Technical, Server/Desktop, Helpdesk, etc.).

+ Demonstrates in-depth knowledge of the specific department within IS currently working in.

+ Demonstrates working knowledge of his/her business area of responsibility.

+ Demonstrates interest in seeking awareness of larger picture of health care operations.

Coaching and Mentoring

+ Coaches other members in basic procedures, processes, and technologies, as needed or appropriate.

+ Recognizes strengths and weaknesses and pursues relevant opportunities to improve.

Leadership

+ Builds consensus with the team and department on key decisions.

+ Assists others with planning work.

+ Leads small projects using defined methodology.

+ Supports change and encourages peers to embrace change.

+ Demonstrates appropriate decision-making in prioritization of activities/assignments/work.

Teamwork

+ Develops, demonstrates and understands the value of diversity.

+ Assumes personal accountability for work assignments and delivers on commitments to the team.

+ Demonstrates the ability to positively influence others.

Communication Skills

+ Continually develops skills in persuasion, influencing others, and making presentations.

+ Shows appropriate comfort level in front of small groups of people.

+ Develops verbal and written communication skills to be concise, articulate, tactful, and tailored to the audience.

+ Applies good judgment to choosing the appropriate form of communication.

+ Demonstrates growing skill in making presentations.

Problem Solving Skills

+ Demonstrates the ability to independently identify issues, options, and pros and cons, with appropriate documentation (e.g., test plans, user input, etc.) to support options.

Social Behaviors

+ Supports and encourages core values in others.

+ Presents a professional work ethic.

+ Assumes reliability, loyalty, a cooperative demeanor, honesty.

+ Adapts well to changing circumstances, welcomes change.

+ Invites others to seek the individual’s help by means of an approachable style.

+ Approaches disagreement positively.

Customer Service

+ Provides ideas for improving and exceeding customer service.

+ Anticipates the customers’ needs and provides a positive experience even if the need to go outside the norm is appropriate.

+ Recognizes opportunities for modification of service level expectations

Reports to

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.

Organizational Expectations

Models Munson Healthcare’s Purpose – We Improve Lives

Embraces and supports the Munson Healthcare Alignment Framework including our Purpose, Mission, Vision, Values, True North Goals, Strategic Vision and Goals, and Operating System.

Promotes personal and patient safety.

Uses effective customer service/interpersonal skills at all times.

Performs other duties and responsibilities as assigned.