Technical Services Analyst

GENERAL SUMMARY:

Provides implementation, operational and technical support for all Bryan Health devices used by physicians, employees and contractors. Provides technical leadership, guidance, and support to users and/or other technical staff on a wide variety of comprehensive and complex hardware and software issues. Works closely with the System Administrators, Cyber Security and Lan\Wan to provide oversight and implementation for security patching and updating, setting security controls and monitoring the workstations and peripherals installed on the Bryan network environment. Includes installation and configuration, diagnosing, repairing, maintaining, testing and upgrading computer hardware, software, printers and peripherals in a varied network environment. Provides initial training and ongoing technical assistance to users on system setups or modifications. Works closely with Service Desk personnel on problem resolution and follow-up.

PRINCIPAL JOB FUNCTIONS:

• *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

• *Builds, tests, images, configures and installs desktop, virtual and software systems. Assists in managing the virtual desktops, Citrix environments, and thin clients.

• *Installs, configures, and tests full workstations, thin clients, audio & video equipment, display and status boards, and TVs.

• *Installs, configures and tests software for mobile devices such as laptops, iPads and iPhones, Surface, Rover, Android phones and tablets.

• *Installs, configures and tests peripherals such as 2D scanners, armband printers, teleconferencing equipment, cameras, cash registers, credit card readers, dictation mics, dockings stations, document scanners, fast tap devices, fingerprint readers, Rover printers, label printers, monitors, palm scanners, signature pads, speakers, specimen printers, Wows, etc.

• *Troubleshoots, diagnoses, and repairs a variety of technical, security and network related issues (TCPIP/IP, DNS, DHCP, VOIP, AD, firewall services).

• *Provides end-point security through identifying risks and helping recommend and manage mitigating solutions, such as for virus protection and security vulnerabilities. Maintains current knowledge for remediation of continually changing vulnerabilities to the network environment.

• *Develops and maintains device and software inventories, including establishing and closely following deployment and maintenance steps.

• *Participates in root cause analysis for recurring issues and contributes to long-term solutions.

• *Assists network personnel with connectivity issues, access rights, software configuration, printer setups and testing to ensure network access and functionality.

• *Develops documentation for user instruction when appropriate; instructs users in use of equipment, software, and manuals.

• *Answers user's inquiries in person, via telephone or remotely concerning systems operation; diagnoses system hardware, software, and operator problems; corrects problems based on knowledge of system operation.

• *Contacts vendors as needed to assist with evaluation, installation, maintenance and problem resolution for vendor hardware and software as related to the devices on the Bryan environment.

• *Resolves Service Desk call tickets and/or updates call status in the ticket tracking system in a timely manner.

• • Creates and maintains technical documentation and knowledge base articles for internal teams and end-users.
• • Builds and maintains strong relationships with internal stakeholders and end-users; partners with departments to identify process improvement opportunities, resolve ongoing issues, and ensure technology solutions align with organizational needs.

• Researches and recommends software and hardware solutions in order to resolve customer problems or meet customer requirements; installs and tests proposed PC software/hardware; provides feedback on test results.

• Enters restricted access areas, without supervision, to perform assigned work.

• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

• Participates in meetings, committees and department projects as assigned.

• Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*").

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of principles and best practices.

• Knowledge of customer service philosophies pertaining to Service Desk functions.

• Knowledge of computer hardware equipment and software applications relevant to work functions.

• Skill in exercising sound professional judgment and demonstrated problem solving abilities.

• Skill in providing strong customer service.

• Ability to plan and perform multiple tasks with frequent interruptions.

• Ability to organize, prioritize and implement work projects.

• Ability to actively participate in meetings and work groups.

• Ability to interact effectively with clients having a broad range of computer knowledge and ability.

• Ability to communicate effectively both verbally and in writing.

• Ability to maintain confidentiality relevant to sensitive information.

• Ability to work as a team member.

• Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High school diploma or equivalency (GED) required. Associates degree in Computer Science or equivalent field of study preferred. Minimum of two (2) years' experience in PC support activities required. Prior computer support experience in a hospital environment desired.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) - Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.