Support Analyst-Tier One User Support

7 days ago

Atlanta, United States Shepherd Center Full time
About Shepherd Center

With five decades of experience, Shepherd Center provides world-class clinical care, research, and family support for people experiencing the most complex conditions, including spinal cord and brain injuries, multi-trauma, traumatic amputations, stroke, multiple sclerosis, and pain. An elite center ranked by U.S. News as one of the nation's top hospitals for rehabilitation, Shepherd Center is also recognized as both Spinal Cord Injury and Traumatic Brain Injury Model Systems. Shepherd is the only rehabilitation facility in the nation with an intensive care unit on-site, allowing us to care for the most complex patients and begin the rehabilitation process sooner. Shepherd Center treats thousands of patients annually with unmatched expertise and unwavering compassion to help them begin again.

Shepherd Center's culture is one of hope, humor, and hard work. You will enjoy career growth, strong relationships with co-workers, strong support from leadership, and fun activities that have kept over 12% of staff members working at Shepherd for more than 20 years.

This is a full- time, on site position.
The Support Analyst provides Tier 1 user support, to include IS Service Desk phone support, support of all workstations, printers, client-side devices and desktop applications and is responsible for computer equipment adds, moves, and installs. The role will address and resolve incidents and service requests via the ServiceNow ITSM system and participates in the Tier 1 on-call rotation, including flexible schedule and working occasional non-standard work shifts, including evenings, overnight, weekends, and holidays (as required).

JOB RESPONSIBILITIES

The IT Support Analyst provides exceptional customer service via Service Desk phone and email as appropriate. Accountabilities:
  • Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.
  • Act as a central point of contact for users, customers, business partners, and others who have authorized access, who have a computer or network related problem, utilizing Impact and Urgency matrix, which drives Incident prioritization.
  • Promptly create and document incidents for all reported Information Systems problems.
  • Route Incidents to the proper Assignment Groups to reduce turn-around times and improve department efficiency.
  • Work to resolve incidents reported to the Service Desk, including troubleshooting hardware and software issues, per the organization service level agreements (SLAs), where possible.
  • Escalate issues to the Service Desk Manager and/or the Operations Manager when appropriate.
  • Thoroughly document Incident resolutions in a timely manner.
  • Prepare and update reference documentation so that others working on the Service Desk can quickly and practically respond to users reporting issues and problems.
  • Implement, maintain, and monitor controls implemented to deploy Shepherd Center's Information Systems.
  • Assist in developing and enforcing standards for workstation and application configurations.
  • Review logs to ensure software/release/version compliance.
  • Perform root cause analysis when appropriate.
  • Develop checklists for typical problem resolution and recommend procedures and controls for problem prevention.
  • Assist in Knowledge Article development where needed for training and awareness for staff.
    Share existing Knowledge Articles with users; encourage them to become more self-sufficient via the ServiceNow self-service portal, where appropriate.
  • Perform user administration/workstation duties when assigned.
  • Perform other related duties as required.
  • Practices proper safety techniques in accordance with Center and departmental policies and procedures.
  • Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.
  • Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility.
  • Identifies potential risk areas within area of responsibility and supports problem resolution process.
REQUIRED MINIMUM EDUCATION
  • High School Diploma or Equivalent
REQUIRED MINIMUM CERTIFICATION
  • No professional certifications required
REQUIRED MINIMUM EXPERIENCE
  • 1+ year experience with Help Desk or Desktop support.
  • Excellent interpersonal skills a must for user support. Previous experience in midsize computer installation, setup, maintenance.
REQUIRED MINIMUM SKILLS
  • Knowledge of Personal Computer systems required
  • Knowledge of Windows based software required
  • Knowledge of MS Office products (Excel/Outlook/Word)
  • Typing skills of 50 words per minute
  • Must be able to troubleshoot basic computer and software issues, and document steps taken.
PREFERRED QUALIFICATIONS
  • Bachelor's degree with a major in Management Information Systems, Computer Information Systems or equivalent.
  • Strong working knowledge of Desktop operating systems and applications.
  • Familiarity with ServiceNow ITSM is a plus.
PHYSICAL DEMANDS
  • Ability to lift 50 lbs.
  • Ability to answer telephones
WORKING CONDITIONS
  • No potential for exposure to blood or bodily fluids


The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

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