Analyst I Customer Support - IT Helpdesk/Support Center Part time 2nd or 3rd shift

Bronson Healthcare-posted 9 months ago
Part-time • Entry Level
Kalamazoo, MI
Hospitals
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The Customer Support Analyst I is responsible for providing excellent customer service to the Bronson user community for all systems supporting the activities of Bronson Healthcare Group. Employees providing direct patient care must demonstrate competencies specific to the population served.

  • Support and participate in the research, planning, installation, configuration, testing, troubleshooting, maintenance and upgrade of applicable systems.
  • Analyze and evaluate present or proposed business procedures or problems to define data needs.
  • Correct routine and non-routine computer malfunctions or work with other IT staff and System Coordinators to correct individual problem situations.
  • Develop and maintain collegial relationships with all System Coordinators and IT staff as relates to systems in area of responsibility.
  • Keep abreast of developments in the information systems and communications field and evaluate developments for applicability or incorporation into existing applications.
  • Evaluate systems, processing, and development needs and recommend additional equipment or new systems.
  • Participate in resolutions during outages or periods of degraded system performance.
  • Participate in the preparation and authoring of supporting documentation, instruction manuals, and audit trails of program changes in accordance with systems and programming standards.
  • Support and maintain the technical literature library and the related system.
  • Assist customers in problem resolution via phone, e-mail or in-person; documenting each request for services, investigating, troubleshooting, coordinating support/resolution efforts and resolving computer software and hardware problems for users.
  • Monitor and control computer equipment and/or on-line applications according to daily shift schedule.
  • Provide exceptional customer service with regard to help desk ticket resolution, phone, and desk-side assistance.
  • Install telecommunications equipment and troubleshoot problems throughout the system as they arise; monitor telecommunications network.
  • Perform basic equipment maintenance.
  • Perform data backup of all systems.
  • Maintain logs on equipment and operations activity.
  • Record and maintain hardware and software inventories, site and/or server licensing, and user access and security.
  • High school diploma or GED required.
  • Associate's degree (or equivalent experience) preferred.
  • Previous customer service experience preferred.
  • Certified Customer Service Professional is preferred.
  • Working expertise of user experiences with a variety of applications; interest and aptitude for learning new applications.
  • Demonstrated proficiency in Microsoft Office Suite.
  • Ability to work with end users to determine software specifications, hardware requirements and process improvement workflows.
  • Ability to create system documentation, project plans, test scripts and education materials.
  • General familiarity of end user business practices, concepts and terminology sufficient to support the applications in a healthcare delivery environment.
  • Excellent telephone presence and interpersonal skills.
  • Good customer service skills with the ability to communicate both orally and in writing.
  • Must be able to interact with customers from various levels in the organization to gather the information necessary to understand, address, and document their data needs.
  • Must consistently negotiate and act on deliverables and timeframes with stakeholders, take ownership of issues, and respond to issues within expected timeframes.
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