Tech Support Analyst

2 months ago

Sioux City, Iowa, United States Summit Orthopedics Full time

At Summit Orthopedics, we recognize the significance each member of the Summit Family has as they impact one another and our patients on a daily basis. Be part of a patient-first environment that lives into our values of: Compassion, Integrity, Excellence, Collaboration, Stewardship and Innovation and a place where staff members feel respected and find a strong sense of purpose in their roles, contributing to a familial atmosphere characterized by mutual respect and enjoyment

The Technical Support Analyst will provide front-line primary technical support to end users on technical issues and problems relating to hardware, software and peripherals. The analyst will install, diagnose, repair, and maintain hardware and networking equipment to ensure optimal system performance. They must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problems, or when appropriate, escalate or route them to appropriate IT staff members.

This is a full-time role that will be based at our Corporate Campus in Woodbury (flexibility to travel to other Summit locations as needed) Approximate work hours are between 7:00 AM to 4:30 PM (some flexibility allowed) with participation in an on-call rotation.

  • Computer hardware, software and networking systems knowledge.
  • Field incoming support requests via phone and email from end users and perform advanced troubleshooting and remediation for hardware, software and networking issues.
  • Installs, diagnoses, repairs and maintains computer and networking equipment to ensure optimal system performance.
  • Implement hands-on fixes, including software and hardware installs and upgrades as well as system and application configuration.
  • Responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA.
  • Perform root cause analysis, document common problems and recommend procedures and solutions for problem prevention.
  • Provide exceptional customer service in person, via phone, email, and IM as appropriate.
  • Assists in the development, documentation, and implementation of standard helpdesk policies and procedures.
  • Communicates with other departments throughout the organization in reporting and resolving software, hardware, and operational issues.
  • Provides support for multiple platforms including desktops, laptops, mobile devices and video conferencing equipment.
  • Assists in user administration, asset management and software license compliance.
  • Responsible for new hardware and/or software deployment; recording and maintaining inventory control information and the set-up and configuration of computers for deployment.
  • Troubleshoot and resolve issues with wireless and telephone communications.
  • Assist in the administration of Active Directory, DNS, DHCP, file and print.
  • Maintains documentation of IT equipment, company assets and systems as well as policies and procedures.
  • Printers configuration and troubleshooting.
  • Operating system support, desktop/laptop imaging, deployment, and patching.
  • Participates in an after-hours on-call rotation.
  • Perform other duties as assigned.

Summit Orthopedics provides the Twin Cities, Greater Minnesota and Western Wisconsin with the full spectrum of orthopedic care including sub-specialty clinics, walk-in care at our Orthopedic Urgent Care clinics, imaging, bracing, therapy, surgery, and post-surgical stays at our Care Suites. Our expert team of physicians, surgeons, physician assistants, certified athletic trainers and therapists are part of the 1100+ employees who partner to provide quality care designed to support a healthier, more active lifestyle.

Summit Orthopedics is committed to providing equal opportunity to all employees and applicants for employment in accordance with all applicable laws and regulations of federal, state and local governing boards and/or agencies.


Qualifications

Education
Bachelors of Computer Science (preferred)
Associates of Computer Science (preferred)

Experience
Associates or Bachelors level education preferred. Will consider equivalent education and experience. (preferred)
4 years: 4+ years of hands-on experience in an end-user desktop support role or computer operations environment.
(required)

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