Technical Support Specialist

1 day ago

Edmond, Oklahoma, United States OU Health Full time
Job Summary

We are seeking a highly skilled Technical Analyst II to join our team at OU Health. This role will be responsible for implementing and supporting facility desktop equipment, as well as providing technical support to end-users.

Key Responsibilities
  • Install and repair facility IT equipment and software, including terminals, personal computers, printers, and cabling.
  • Respond to and resolve inquiries and requests for assistance with facility computer systems, providing a superior customer support experience.
  • Analyze and provide hands-on support for Tier 1 and Tier 2 requests, determining the appropriate technical area or vendor to resolve the problem.
  • Log and track problems, reviewing problem tracking databases.
  • Perform facility-based moves, adds, and changes (MACs), as needed.
  • Maintain documentation for each incident or request, assisting entry-level Technical Analysts in resolving incidents and requests.
  • Provide 24x7 on-call support based on IT staff rotation, carrying a pager as warranted.
  • Aid and train users on facility technology, assisting in preparing training materials.
  • Perform preventative maintenance, recommending process changes that improve the implementation, maintenance, and support of IT desktop equipment and software.
  • Effectively work with customers, Service Desk, and Technical Services personnel.
  • Participate in meetings, committees, and continuing education to improve individual, departmental, and organizational performance.
  • Adhere to and support OU Health IT standards, policies, and procedures.
  • Maintain and protect confidentiality with regard to all aspects of patient care and employee information.
Requirements
  • 2 or more years of IT support experience required.
  • Bachelor's degree in information systems or healthcare-related field preferred.
  • Basic certification in A+ and Microsoft Products preferred.
  • Proficiency in MS Office applications and ability to troubleshoot and resolve user issues.
  • Proficiency with PC-based equipment and cabling.
  • Ability to drive to assigned sites to complete work.

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