IT Help Desk Analyst

Florence, SC

TRACKING CODE

5363

JOB DESCRIPTION

Responsibilities:

1. Job responsibilities include those listed in competencies document
2. Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values
3. Maintains thorough knowledge of duties and responsibilities.
4. Maintains working knowledge of all systems, processes, and integrations supported by the Information Technology departments.
5. Reads and understands documentation.
6. Attends internal and external training programs and completes in-house CBT’s.
7. Highlights to Management any trends in processes or procedures for Continuous Process Improvement initiatives
8. Initiates daily processing per established schedules and procedures.
9. Follows Production Checklist, marking off successfully completed tasks and documenting any errors for follow-up.
10. Operates printers and associated peripherals without disruption to workflow.
11. Monitors print processes for completeness and deliver output per established Service Level Agreements.
12. Functions effectively in a complex, demanding environment of continuously changing priorities and critical time frames.
13. Initiates, monitors, and responds to critical backup routines for successful completion.
14. Escalates and documents backup errors and failures in accordance with established procedures.
15. Removes, inserts and verifies backup tapes in support of various daily, weekly, and monthly backups.
16. Prepares backup tapes for transport to and from off-site tape storage facilities.
17. Timely and accurately update the Tape Library Database as tapes enter or exit the Data Center.
18. Monitors multiple system consoles analyzing console messages, problems, and system/interface malfunctions.
19. Maintains Monitoring Check-Off logs per established time intervals.
20. Diagnoses and recovers system software and hardware failures per established standards and procedures.
21. Contacts appropriate vendor to resolve hardware and/or software malfunctions per established standards and procedures.
22. Maintains a functional knowledge of the Operations TQM process.
23. Answers incoming Information Technology calls and logs them into the automated Help Desk application.
    1. Triage and prioritizes calls
    2. Refers calls to proper support person
    3. Follow-up with users
    4. Answers calls before 3rd ring
    5. Use pleasant and caring customer service voice
24. Maintains functional knowledge of telephone device and its capabilities.
25. Supports customers on various hardware devices and software programs by maintaining knowledge of 1st level network support.
26. Communicates and shares Help Desk knowledge with colleagues on a timely basis.
27. Contributes to the functional on-line Help Desk Knowledge Base.
    1. Maintains a detailed working Knowledge of PhaseWare Tracker and its capabilities.
    2. Can assist users in building searches and producing reports from those searches.
    3. Uses remote assistance software to connect into user’s PCs to monitor password changes and to assist in troubleshooting customer issues.
28. Miscellaneous:

1. Meets McLeod Health’s Service Excellence and Safety standards.
2. Develops internal and external working relationships with management, peers and/or subordinates to accomplish department and enterprise goals.
3. Has good written and verbal communication skills.
4. Always presents a professional image.
5. Keeps all information confidential.
6. Keeps work area clean and free of clutter.
7. Work as part of a team and uphold the core values of McLeod.

 

Qualifications/Training:

2 yrs. experience in an IS Operator capacity in a multi-platform computing environment and IS Help Desk experience or related Education.

Licenses/Certifications/Registrations/Education:

A minimum of a high school diploma from an accredited school

Physical Requirements: Refer to Occupational Risk Assessment

WORK SCHEDULE

Full time

JOB LOCATION

Florence, SC, United States

POSITION TYPE

Full time