Job Title

ITS Analyst - Customer Support and Technical Services - Full Time - Days

Category

Information Technology

Organizational Unit

ProMedica -> ProMedica System -> ITS Provider OpEx (9430)

Location

Defiance, OH 43512 US (Primary)

Job Description

The ITS Analyst (I, II, III) - Customer Support & Technical Support typically reports to the
Supervisor, Manager, or Site Director of Customer Service and Technical Support and has no direct
reports.

POSITION SUMMARY
The role of the Customer Support & Technical Services Analyst is to provide second level desktop
support. They are responsible for resolving incidents as well as meeting customer satisfaction and
continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment
which provides services over the phone, through remote access and in person.

Analyst I - Under general direction provides second level desktop support to our user community
and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving incidents and
tasks as well as meeting customer satisfaction and continuous service delivery demands. IT
Support staff work in a dynamic, fast-paced environment which provides services over the phone,
through remote access, and in person. The Desktop Analyst also supports our Application Teams
when necessary and provides 'limited' on-site support to our Technical Teams.
Analyst II - Experienced and more knowledgeable Analyst who provides second level desktop
support to our user community and their devices (PCs, Laptops, Printers, Peripherals). Responsible
for resolving incidents and tasks as well as meeting customer satisfaction and continuous service
delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides
services over the phone, through remote access, and in person. The Desktop Analyst also supports
our Application Teams when necessary and provides 'limited' on-site support to our Technical
Teams.
Analyst III - Serves at a high level, experience and expertise demonstrated in all areas, and can
function as a Project Manager if assigned. Serves as a mentor to less experienced staff and can fill
in for leadership when needed. Analyst provides second level desktop support to our user
community and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving
incidents and tasks as well as meeting customer satisfaction and continuous service delivery
demands. IT Support staff work in a dynamic, fast-paced environment which provides services over
the phone, through remote access, and in person. The Desktop Analyst also supports our
Application Teams when necessary and provides 'limited' on-site support to our Technical Teams.

ACCOUNTABILITIES
*All duties listed below are essential unless noted otherwise*
1. Assist/complete escalated incident tickets.
2. Create, Test and Imaging Devices.
3. Active Directory user & device administration.
4. Enter/ Complete standard, security & purchase requests.
5. Can work independently.
6. Small project management.
7. Documentation (KB's).
8. Mentors staff (AII, AIII).
9. Ability to recognize a trend with system wide impact and create PRB ticket in Service Now.
Work with other teams as needed to resolve.
10. Attend meetings in absence of supervisor/manager (Analyst III).
11. Assesses/completes more complex tasks.
12. Review and address automated reports /notifications (Scom, Service Now). Work with teams
to resolve.
13. Participate in on Call Rotation.
14. Other duties as assigned.

Job Requirements

Education:
I - Recommend an Associate Degree, technical certification, or equivalent experience in providing
end user technical support. Knowledge of desktop hardware, software applications, operating
systems, network infrastructure, and telephony is preferred. The ability to logically solve problems
with an aptitude for technology is required.
II - Recommend an Associate Degree, technical certification, or equivalent experience in providing
end user technical support. Knowledge of desktop hardware, software applications, operating
systems, network infrastructure, and telephony is preferred. The ability to logically solve problems
with an aptitude for technology is required. 3 years of experience required, 5+ preferred.
III - Recommend an Associate Degree, technical certification, or equivalent experience in providing
end user technical support. Knowledge of desktop hardware, software applications, operating
systems, network infrastructure, and telephony is preferred. The ability to logically solve problems
with an aptitude for technology is required. 5 years of experience required, 6+ preferred.
Skills: Capable of quickly absorbing knowledge of assigned clinical software applications and
healthcare operations. Obtaining and maintaining any certifications that are required. Recent work
experience in providing end user technical support may be substituted in lieu of degree.
Years of Experience: 1-6 years of experience
Certification: A+ certification

PREFERRED QUALIFICATIONS
Skills: IT background, Effective oral, written communication, and follow-up skills. Strong
interpersonal relationship skills. Task management and problem-solving skills expected. Project
management and leadership experience desired. Requires strong self-motivation, interpersonal,
and organizational skills. Strong desktop tool usage including Word, Excel, and PowerPoint. Self motivated, detail-oriented, problem solver.

The above list of accountabilities is intended to describe the general nature and level of work performed by the incumbent; it should not be considered exhaustive.

ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit www.promedica.org/about-promedica

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org

Equal Opportunity Employer/Drug-Free Workplace

Employee Exemption Type

Exempt

Job Type

Full Time

Budgeted Hours / Pay Period

80

Shift Type

Days

Shift Hours

Weekends

On-call Requirements

Additional Schedule Details